ServiceTitan is seeking a Customer Success Manager to join our New Markets team. You will become an important member of the core team, influence the company's continued success, and help shape the future of the service industry.  You will actively manage and develop a portfolio of unique Home Services companies and play a key role in ensuring our successful expansion into new verticals.  

As our Customer Success Manager, New Markets, you will:

• Develop a portfolio of 50-80 New Markets customer accounts in new verticals
  • Build and maintain senior-level relationships with your customer accounts
  • Coach customers on best practices
• Analyze user engagement data, identify actionable insights, drive adoption
• Be a key contributor to New Markets decision matrix for Go To Market; keep pulse on early adopters, proactive solutioning, and enable testimonials
• Build out post-sale playbooks for supporting customers in non-core verticals
• Report regularly on KPIs
• Reach out to accounts to gather intelligence on how they are currently using our products and determine what features and services are the most/least valuable to their businesses.
• Mentor and serve as a resource to new hires
• Be a Subject Matter Expert (SME) in both a Trade Association Partner as well as a Product area
• Discover and develop areas for improvement in the customer experience, both in our product and processes
• Occasionally travel; up to 10% a quarter for client visits or trade shows

To be successful in this role, you'll need:

• 3+ years of relevant Customer Success experience managing multiple accounts
• 2+ years of designated relationship/account management experience;  either direct or team-based
• 4 year Bachelor's Degree at the minimum (required)
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Demonstrated ability to apply a consultative approach and understand client use cases and workflows
• Strong desire to be a part of a team that is attempting to expand the use cases of ServiceTitan through creative solutioning  
• Intelligent, quick thinking, and fast learning
• Team player with strong communication and organizational skills, and an ability to “roll with the punches”
• Familiarity with SaaS business models a plus
• Experience with Salesforce, Gainsight, JIRA, Google Docs preferred

About ServiceTitan

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

1. Work/Life Balance: flexible work schedule, flexible PTO
2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does 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. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.

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