Strategic Customer Success Manager, ServiceTitan
Exteriors
$104.5-167.6k
Salary dependent on candidates location
All-in-one operating platform for trades
Posted today
All-in-one operating platform for trades
1001+ employees
Posted today
$104.5-167.6k
Salary dependent on candidates location
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- 5+ years of relevant experience managing multiple accounts and projects with a proven track record of success
- Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
- Exceptional account management skills and a clear view on what constitutes excellent customer service
- Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail
- Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
- A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
- Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions
- Team player with strong communication and organizational skills, and an ability to “roll with the punches”
- Familiarity with SaaS business models and agile development methodologies a plus
- Ability to travel up to 30%
What the job involves
- As a Customer Success Manager, Strategic Accounts, you’ll manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers).
- You’ll create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end-users.
- The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs
- Develop strong working relationships with corporate contacts at strategic accounts
- Provide coaching and training sessions on product best practices and workflows to corporate staff, franchise owners, and end-users
- Collaborate with customers and product managers to manage product enhancement requests
- Act as a subject matter expert on custom product features for strategic accounts
- Manage initiatives to increase product adoption, customer satisfaction and evangelism
- Analyze user engagement data, identify actionable insights. Report regularly on KPIs
- Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
- Act as an escalation point on customer support tickets
- Update account and contact records for strategic accounts to ensure accurate reporting
- Identify areas for improvement in the customer experience, both in our product and processes
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
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