Senior Customer Success Manager, ServiceTitan
Strategic
$113.1-151.3k
+ Annual bonus and equity
More information about location
All-in-one operating platform for trades
Posted today
All-in-one operating platform for trades
1001+ employees
Posted today
$113.1-151.3k
+ Annual bonus and equity
More information about location
1001+ employees
Company mission
To serve the men and women of the field services trades with the tools, training, and support to build their businesses and achieve all their goals.
Role
Who you are
- 5+ years of relevant experience managing multiple accounts and/or 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 & project management skills with 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 and ambiguity with creative solutions
- Team player with strong communication and organizational skills, and an ability to “roll with the punches”
- < 15% travel nationwide (TBD based upon travel restrictions due to COVID-19)
What the job involves
- As a Senior 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 executive and management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners, aggregate groups, and end users
- The ideal candidate will be able to quickly learn new software, proactively manage executive teams and associated 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 in strategic accounts
- Coach and train 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 and identify actionable insight - KPIs will be reported on regularly
- Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
- Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan
- 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
- Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed
Our take
ServiceTitan’s software is purpose-built for trades businesses, providing a wide range of tools needed to seamlessly manage their back office and customer experiences, to power business growth.
The rising demand for home services across the country helped shine a spotlight on the lack of modern software for trades, ServiceTitan answered this call for innovation providing support to 11,800+ customers across 10 trades.
2021 saw the company reach a $9.5 billion valuation, however, in the last few months of 2022, there was talk of raising additional funds in traditional equity - as opposed to debt-like funding- which could result in a 20% lower valuation.
That said, the company is showing no sign of slowing, acquiring two more companies in 2022, and is eyeing an IPO off the back of reaching Series G in funding rounds. In addition, the company launched its next-generation operating system, Titan Intelligence, providing a suite of AI-based solutions. ServiceTitan is well set to experience further growth.
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 and annual learning budget
- 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
(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
(President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, working to present as President.
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