Manager, Customer Success Management
Deadline: 18 July 2024
Employment term: Permanent
Category: Sales/service management
Job type: Full time
Location: Yerevan
Job description:
Ready to be a Titan?
As a Manager, Corporate Customer Success Management you will be responsible for overseeing a team of Customer Success Managers to ensure they are delivering an exceptional experience and driving value for our customers through the ServiceTitan product suite. You will coach your team to strategic growth and retention within their books of business to drive customer satisfaction and value maximization.
The ideal candidate is someone passionate about both high-level and tactical coaching, as well as problem-solving and building frameworks from the ground up. They are positive and influential, embodying ServiceTitan’s values with the ability to build culture within their team and the Success organization.
Work Schedule: 16.00 PM to 01.00 AM
/en/manager-customer-success-management
Job responsibilities
What You’ll Do:
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Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
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Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness
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Advise on strategic account management and relationship management to drive value and ROI across our customer base
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Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs
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Manage team performance at the highest standard and build engagement through weekly 1:1s, progress reports, goal tracking, aligning to the needs and urgency of the organization
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Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner
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Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise.
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Inform the strategy for quarterly plans and goals for the team according to forecasted needs
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Manage and document customer escalation calls
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Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies. Help develop team members with a focus on continued professional development.
Required qualifications
What You’ll Bring:
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5+ years of experience in customer success or account management roles within the SaaS industry.
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2+ years of people management experience within a customer facing department
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Proven track record of successfully managing and developing high-performing teams.
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Strong understanding of customer success best practices and methodologies.
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Excellent communication, interpersonal, and problem-solving skills.
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Ability to work collaboratively across departments and influence cross-functional teams.
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Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce).
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A customer value, ROI, and business outcome-driven mindset
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Analytical mindset with the ability to leverage data to drive decisions.
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Strong de-escalation and problem-solving skills.
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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
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Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
Required candidate level: Senior
Additional information
Work Schedule: 16.00 PM to 01.00 AM
Preferred Skills and Experience:
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Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan.
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Experience in leading customer success teams in a high-growth SaaS environment.
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Background in developing and implementing customer success frameworks and playbooks.
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Familiarity with advanced customer success tools and technologies.
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Demonstrated ability to drive customer advocacy and prior experience managing a BoB
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Strong project management skills with experience in leading cross-functional initiatives.
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Experience in conducting customer health assessments and developing risk mitigation plans.
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Knowledge of industry trends and best practices in customer success and SaaS.
Professional skills
Project management
Sales/service experience
Conflict management
Customer Service skills
Strategic Planning
B2B sales
Support
B2B marketing
Knowledge of effective sales and applied technologies
Soft skills
Positive attitude
Time management
Problem solving
Conflict resolution skills
Customer/service oriented
Coaching /mentorship
Self-Starter
Self confidence
Retail sales
Customer Support
Empathy
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About Company
ServiceTitan is a mobile, cloud-based software platform that helps Home Service companies streamline operations, improve customer service, and grow their business. We develop a backbone end-to-end solution for the multi-billion dollar Residential Home Service industry. Integrated CRM, intelligent dispatching, comprehensive reporting, marketing campaign tracking and management, mobile client for technicians in the field, integration with a variety of other software products, including Quickbooks and Intacct — these are just some of features ServiceTitan provides for its customers. Besides that, we bring a modern SaaS infrastructure to an industry traditionally underserved by software. We enable our customers to more easily manage their business, gain a lot of transparency on its state, and in the end, earn more.
We're a startup that is already successful — thousands of customers, rapid growth, incredibly low customer churn rate, and funding provided by top-tier investors in cloud software are just some of the indicators of this. Yet we are young enough to enable our team members with a very significant growth potential — both in terms of career and in terms of equity.
If you are intelligent, humble, and passionate about making a huge difference in the lives of hard-working people, ServiceTitan wants to be your platform for achieving the extraordinary. Join us.
Benefits:
- Stock options in one of the fastest-growing start-ups in Los Angeles
- An opportunity to grow in both skill and responsibility as the company scales
- Make a noticeable impact on your co-workers and customers
- Flexible vacation policy
- Flexible working hours
- Parental leave
- A world-class health insurance plan
- Free lunch every day
- Snacks and munchies in the kitchen
- Wellness/gym package
- Mobile plan coverage
- Learning and development budget
- Parking coverage
- Referral bonuses
- Performance bonus
- ... and many more perks
$165M For ServiceTitan and the Future of Home Services
The founding of ServiceTitan is very much the story of the American dream.
When Vahe and I tell it, we often say that it started in college, where we first met. But the truth is that the story started long before that, when both of our families first immigrated to this country. When they did, they did so with no money. No jobs. No language skills. But they worked extremely hard to build a life for us, to put food on the table, and to put us through school.
So when we graduated from Stanford and USC, we both decided not to take high profile tech jobs in the Bay Area. Instead, we went back home and used our skills to help the family plumbing and air conditioning businesses. We owed it to them, after the years of dedication and hard work they put in to make sure we had an even better life than they had.
Six years later, the software platform we built for them has grown to become a critical tool for companies across the US and Canada. And today, we’re proud to announce another milestone for ServiceTitan, as well as a milestone for vertical software and SoCal: a $165 million Series D at a $1.65 billion post-money valuation led by Nina Achadjian at Index Ventures, who joins our board, along with new investors Dragoneer and T Rowe Price, and existing investors Iconiq, Battery and Bessemer. This is the largest raise ever for a vertical SaaS company and the largest SaaS round in Southern California history.
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Contact details
Website https://www.servicetitan.com/
Phone: +37499094095
Address: 2/2 Melik Adamyan St, 3rd floor, Yerevan, Armenia