We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong. 

Manager, Customer Success - Enterprise

As a Manager on ServiceTitan’s Enterprise Customer Success team, you will support a passionate and creative group of Success Managers to provide an exceptional experience for the largest Home Service companies in the U.S. In this role, you will be a critical member of our Success Management team and will help shape ServiceTitan’s strategy for retention, adoption, and customer satisfaction.

What you’ll do:

  • Build a strong team environment and relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
  • Equip every Enterprise Success Manager with the fundamental role clarity, knowledge, skills, processes and tools to deliver the best possible outcomes and achieve their goals and OKRs and managing escalations or key initiatives for at-risk customers as needed
  • Consistently provide coaching, feedback and opportunities to Success Managers for learning, practice, experimentation and exposure so they can develop themselves and the team to be significantly better than they were before their start date
  • Track, measure and report on the value you bring to ServiceTitan, its customers and the Success team
  • Interview and hire a team of Success Managers to fit with ServiceTitan in clear demonstration of cultural characteristics and competencies and anticipate needs with succession or transition plans in mind
  • Manage and document customer escalation calls
  • Set the strategy, quarterly plans and goals for the Enterprise team according to forecasted needs
  • Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise
  • Maintain team engagement and alignment through weekly 1:1s, progress reports, goal tracking
  • Manage other strategic initiatives related to the Enterprise team and other Success team initiatives as needed

What you’ll need:

  • 3+ years management experience, preferably with Enterprise accounts/teams
  • Relevant work experience in SaaS account, Enterprise Success Management or a related field in software and technology (experience in the Home Services industry a plus!)
  • Proven leadership skills; track record of motivating others and maintaining high team morale
  • Excellent emotional intelligence, patience and active listening skills
  • Respected by peers and direct reports; someone others love to work with and for
  • Handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions
  • Deep understanding of what constitutes great customer service, including specific techniques
  • Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail
  • Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning
  • Familiarity with SaaS business models a plus
  • Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”
  • Willingness and desire to proudly represent the ServiceTitan brand
  • Good sense of humor

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Inc 5000 - Best Workplaces, 2018
Inc. 5000 – America’s Fastest Growing Companies, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes - Next Billion-Dollar Startup List, 2017  

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