Customer success manager for trades businesses

Service Titan is building an end-to-end solution for the trades, a trillion-dollar global industry underserved by technology. The company develops solutions that help entrepreneurs grow and scale their businesses.

Own approximately 100 assigned accounts and serve as the main point of contact for customers, executives, and internal partners Build and maintain long-term relationships with senior-level customer contacts, manage challenging situations, and resolve them Help customers maximize business results through the Service Titan platform and create customer-facing value plans demonstrating ROI Handle customer inquiries and issues, working with internal teams to resolve them promptly Proactively contact customers to understand their goals and obstacles, meet their needs, and maintain regular engagement Analyze customer success and user engagement data, and design campaigns for customers who are not using key features Monitor account health, identify churn risks, and address escalations to strengthen customer loyalty Identify customer pain points and coordinate effective solutions with cross-functional teams Train and guide customers in using the software, and encourage participation in webinars and the community Improve customer satisfaction and advocacy, including NPS, product experience, and internal processes Manage account projects, organize follow-ups, and document interactions Monitor product usage, discuss renewals, and identify upselling and cross-selling opportunities Collect and share customer feedback with product and development teams Identify opportunities for customer advocacy, including success stories, the Torch Network, and referrals

At least 2 years of experience in customer-facing roles, customer success, account management, and/or sales is preferred Customer-value, ROI, and business-outcome-driven mindset Product training skills and comfort reselling the product to customers Strong de-escalation and problem-solving skills Excellent written and verbal communication skills Ability to multitask and manage multiple projects with strong attention to detail Self-starter able to thrive in a fast-paced environment and lead, motivate, and collaborate with others Quick-thinking, fast-learning, solution-oriented, and able to see issues through to resolution Self-motivated and able to work effectively in a remote setting Highly organized and detail-oriented, with strong time-management skills Empathetic and customer-focused, with an interest in phone-based customer interactions Будет плюсом: project management, sales, data or business performance analytics, operational use of Sales Force, Gainsight, and Tableau, strong knowledge of Service Titan workflows and best practices, ability to work PST/MST hours

• Work schedule:
  
  Monday–Friday, 4 PM–1 AM (Armenia)
• Flexible time off, learning and development opportunities, onboarding, leadership training, programs and events
• Bonusly rewards and peer-nominated awards
• Company-paid medical, dental, and vision insurance for employees and dependents from day one; parent and sibling insurance, wellness benefit, and office massage
• Parental leave and support, financial planning tools, and Employee Assistance Program services