Customer Success Manager, Ops Suite Jobs in Remote at ServiceTitan

Title: Customer Success Manager, Ops Suite

Company: ServiceTitan

Location: Remote

Get to know us:
We’re FieldRoutes, a leading cloud-based and mobile SaaS provider in the pest control and lawn care industry. Recently acquired by ServiceTitan, the world’s leading provider of software for the trades, our platform automates all aspects of field service operations for enterprise and small businesses, enabling them to accelerate growth, streamline operations, increase customer retention, and maximize revenue.
When you join our team, you’ll be joining one of the fastest growing companies in the US with an award-winning culture that’s been celebrated by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue. Our partnership with ServiceTitan will enable us to accelerate investment in our technology and people while maintaining our flexible startup culture.
Ready to make your career move?

FieldRoutes has a compelling opportunity for an experienced Customer Success Manager to join our growing team. The CSM is responsible for ensuring the success of a portfolio of FieldRoutes’ customers. The CSM will bring the best ideas, innovations, and capabilities to customers and match these to the customers’ business goals, driving greater business value and executive alignment between PestRoutes and the customer. As a CSM you will be orchestrating our success services and providing best practice in areas such as Adoption, Business Metrics, and Feature Usage. The end result is increased customer satisfaction and retention.
As a Customer Success Manager you promote maximum value from the customers’ investment in FieldRoutes, aiming for full utilization of their licenses, identify new opportunities and collaborate with the Sales Team to ensure growth attainment and renewals.
What you’ll do:
Become an expert in customer use cases, needs and business outcomes to proactively identify how our products, services and value proposition can best drive and support our customers’ journey
Develop and deliver value-add playbook and thoughtful leadership to SMB customer stakeholders to convert them to be PestRoutes promoters
Increase customer retention by planning and/or conducting a one-to-many engagement strategy for customers including online and offline touchpoints such as training, webinars, surveys, and user groups
Track accounts to identify churn risk and work proactively to eliminate that risk
Be the voice of our customers internally, providing feedback and insights on how PestRoutes can better
serve our customers
Contribute to the library of customer success assets (customer references, case studies, webinars)
Facilitate escalation calls with upset customers utilizing internal resources such as Support, Implementation teams, and senior management
Work collaboratively with the sales team to identify upsell opportunities and facilitate renewal targets Meet and surpass quantitative and qualitative goals for customer retention, win backs and satisfaction
What you’ll bring:
Bachelor’s degree in a field of interest.
3+ years of customer success (or 4+ years Customer/Technical Support experience). Experience working with Salesforce.com or similar CRM
Knowledge of Microsoft Office: Outlook, Excel, and PowerPoint or G-suite productivity tools as well as web presentation tools.
Commitment to delivering outstanding customer service and supporting and driving our customers’ business success
Be self-driven, results-orientated with a positive outlook and a focus on quality
Strong phone presence and experience training virtually
Demonstrated ability to build strong and lasting relationships
Demonstrates high-level problem solving and analytical skills, excels under pressure and is results driven
Excellent listening, communication, and presentation skills with a strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the executive level
Manage time effectively, meet personal goals and work effectively with other members of the customer success team covering 1300+ customers
Ability to influence through persuasion, negotiation, and consensus building
Proven and Demonstrated Abilities to:
Analyze SEO Marketing reports and metrics to determine the best course of action for our customers based on their goals and company strategies
Provide periodic reports and analytics to customers
Stay current on the latest search engine changes and their effects on marketing initiatives
Develop, maintain, and strengthen customer relationships
Monitor customer health, identify and mitigate account-level risks and upsell opportunities, align product and customer roadmaps, and deliver customer renewals promptly
Manage and resolve all urgent customer issues, escalating to internal teams as necessary
Build and maintain a thorough understanding of our products and any new products as they are developed
Train and develop new hires and current Customer Success team members
Where you’ll work:
We’re 100% remote with HQ located in McKinney, TX
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

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