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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 strong partnerships with corporate contacts, coach and train on product best practices, and collaborate with customers and product managers on enhancement requests.
Key responsibilities include:
- Building and maintaining relationships with corporate contacts at strategic accounts
- Coaching franchise owners and end users on product workflows and best practices
- Managing product enhancement requests and serving as a subject matter expert on custom features
- Driving product adoption, customer satisfaction, and evangelism initiatives
- Analyzing user engagement data and KPIs to identify actionable insights
- Understanding how customers use products and determining feature value
- Presenting business reviews with recommendations to reinforce ServiceTitan's value
- Serving as an escalation point for customer support issues
- Maintaining accurate account and contact records
- Identifying improvements in customer experience and internal processes
- Assisting with new customer onboarding as needed
You'll bring 5+ years of account and/or project management experience with a proven track record. You're a self-starter who thrives in fast-paced, entrepreneurial environments, with exceptional organizational and communication skills. You learn new software quickly, think proactively about customer needs, and solve problems creatively. You're a team player comfortable with ambiguity and willing to adapt as priorities shift. Travel is less than 15% nationwide.
