ServiceTitan is looking to solve the problem of delivering an exceptional customer experience and driving value for their customers through their product suite, by hiring a Manager of Exteriors Enterprise Customer Success to oversee a team of Customer Success Managers.
Requirements
- Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce)
- Strong understanding of customer success best practices and methodologies
- Analytical mindset with the ability to leverage data to drive decisions
- Familiarity with advanced customer success tools and technologies
- Experience with product training, and comfortable “re-selling” the customer on ServiceTitan Value
- Background in developing and implementing customer success frameworks and playbooks
- Knowledge of industry trends and best practices in customer success and SaaS
Responsibilities
- Set and maintain standards for customer success within ServiceTitan
- Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place
- Ensure data integrity and accuracy across all platforms and workstreams
- Advise on strategic customer engagement plans to drive value and ROI across the Enterprise book of business
- Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs
- Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner
- Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization
Other
- 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
- Excellent communication, interpersonal, and problem-solving skills
- Ability to work collaboratively across departments and influence cross-functional teams
