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ServiceTitan is seeking a Customer Success Manager for Strategic Accounts to manage long-term relationships with the company's largest customers, including franchise systems and select multi-location enterprise clients. In this role, you'll develop deep partnerships with corporate contacts, coach and train franchise owners and end users on product best practices, and collaborate with product managers on enhancement requests.
Key responsibilities include: developing strong working relationships with strategic account contacts; coaching corporate staff and franchise owners on product workflows; managing product enhancement requests in collaboration with customers and product teams; serving as a subject matter expert on custom features; driving product adoption and customer satisfaction initiatives; analyzing user engagement data and KPIs; gathering customer intelligence on feature value; building and presenting business reviews; escalating complex support issues; maintaining accurate account records; identifying customer experience improvements; and assisting with new customer onboarding as needed.
You'll thrive in this role if you have 5+ years of account and/or project management experience with a proven track record of success. You should be a self-starter comfortable in fast-paced, entrepreneurial environments with strong leadership and collaboration skills. Exceptional account and project management abilities, attention to detail, and the capacity to quickly learn new software are essential. You should think proactively, anticipate client needs, and solve problems creatively. Strong communication, organizational skills, and flexibility are critical. Travel is minimal (less than 15% nationwide).
ServiceTitan offers flexible time off, comprehensive learning and development programs, leadership training, peer recognition through Bonusly and awards, company-paid medical/dental/vision with 100% employer-paid options available, FSA/HSA, 401k match, telehealth including One Medical membership, parental leave, fertility services reimbursement (up to $20k for IUI/IVF), surrogacy and adoption support, maternity support through Maven, pet insurance, legal advisory services, and financial planning tools.
