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ServiceTitan dezvoltă software pentru gestionarea afacerilor din domeniul meseriilor tehnice, inclusiv pentru companii de instalații sanitare, încălzire, ventilație și aer condiționat, precum și pentru servicii electrice. Platforma sa reunește programarea, dispecerizarea, marketingul, raportarea, gestionarea clienților, finanțarea, instrumentele mobile și analiza în timp real, astfel încât contractorii să își poată coordona operațiunile zilnice dintr-un singur sistem. Prin conectarea echipelor din teren cu fluxurile de lucru ale biroului și cu datele despre afacere, ServiceTitan ajută companiile din domeniul meseriilor tehnice să își îmbunătățească eficiența, să își gestioneze fluxul de numerar, să consolideze relațiile cu clienții și să urmărească o creștere profitabilă.
Enterprise Customer Success Manager at ServiceTitan — Remote, United States
Manage strategic enterprise accounts for Aspire, ServiceTitan’s landscaping and lawn care software platform. Drive adoption, retention, executive engagement, and account expansion.
Descriere
- Manage the full customer relationship across a portfolio of enterprise accounts
- Act as the primary customer contact after implementation
- Create and deliver success plans tied to customer business objectives
- Increase use of core modules such as job costing, production tracking, and invoicing
- Track account health, product usage, and risk indicators
- Recognize and address potential churn risks
- Conduct executive business reviews and communicate return on investment
- Partner with Sales to develop upsell and cross-sell opportunities
- Share customer insights and product requests with Product and Engineering
- Work with Support and Implementation teams to resolve escalated issues
- Keep account data, health scores, and forecasts current in Gainsight and Salesforce
- Meet retention, expansion, and net promoter score targets
- Strengthen customer relationships, increase net revenue retention, limit churn, and secure expansion opportunities
Cerințe
- At least five years of experience in customer success, account management, or a comparable client-facing role
- Two or more years of experience managing enterprise or strategic accounts
- Demonstrated success improving retention and expansion in a SaaS or software business
- Experience presenting to and influencing VP-level or C-suite stakeholders
- Strong communication, project management, and problem-solving abilities
- Capacity to manage a complex, high-value portfolio with competing demands
- Experience using CRM or customer success platforms such as Salesforce and Gainsight
- Background in field service management, landscaping, or a related vertical SaaS sector preferred
- Familiarity with Aspire or comparable operations and field service software preferred
- Experience partnering across functions in a growing SaaS organization preferred
Beneficii
- Flexible paid time off
- Learning and professional development opportunities
- Comprehensive onboarding program
- Leadership development training
- Programs and company events
- Bonusly rewards
- Peer-nominated recognition awards
- Company-paid medical, dental, and vision insurance
- Employer-paid coverage options and 90% dependent coverage
- Flexible spending and health savings accounts
- 401(k) matching
- Telehealth offerings, including One Medical memberships
- Parental leave and support
- Up to $20,000 in fertility services, including IUI and IVF
- Surrogacy and adoption reimbursement
- On-demand maternity support through Maven Maternity
- Complimentary breast milk shipping through Maven Milk
- Pet insurance
- Legal advisory services
- Financial planning tools
- Annual bonus
- Equity
- Comprehensive benefits package