Manager, Customer Success Management
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Job Description
Manager for Corporate Customer Success at ServiceTitan overseeing a team of Customer Success Managers driving value for customers. Lead growth and retention strategies in a remote environment.
Responsibilities:
- Overseeing a team of Customer Success Managers
- Coaching team to strategic growth and retention within their books of business
- Driving customer satisfaction and value maximization
- Building a positive team environment and developing impactful relationships with key stakeholders
- Implementing processes and frameworks for effectiveness
- Tracking KPIs for team performance
- Advising on strategic customer engagement plans
- Managing team performance through weekly meetings and progress reports
- Hiring and retaining an exceptional team of Success Managers
- Developing team members with a focus on continued professional development
Requirements:
- 5+ years of experience in customer success or account management roles within the SaaS industry
- 2+ years of people management experience within a customer facing department
- Proven track record of successfully managing and developing high-performing teams
- Strong understanding of customer success best practices and methodologies
- Excellent communication, interpersonal, and problem-solving skills
- Ability to work collaboratively across departments and influence cross-functional teams
- Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce)
- A customer value, ROI, and business outcome-driven mindset
- Analytical mindset with the ability to leverage data to drive decisions
- Strong de-escalation and problem-solving skills
- Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment
- Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
Benefits:
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
- FSA and HSA
- 401k match
- telehealth options including memberships to One Medical
- Parental leave and support
- Up to $20k in fertility services (i.e. IUI and IVF)
- Surrogacy and adoption reimbursement
- On demand maternity support through Maven Maternity
- Free breast milk shipping through Maven Milk
- Pet insurance
- Legal advisory services
- Financial planning tools
- Flexible time off with ample learning and development opportunities to continue growing your career
- Comprehensive onboarding program
- Leadership training for Titans at all levels
- Bonusly and peer-nominated awards
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