customer success manager

Ready to be a Titan?

As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business.

You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of ServiceTitan to drive business results. In doing so you will be a key driver ensuring retention and growth of ServiceTitan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with ServiceTitan.

As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like:

What’s the most valuable transformation I can offer my customer?

What’s the fastest way I can deliver that value to them?

How can my communication make their life easier?

How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family?

• Manage approximately 100 assigned accounts as the preferred CSM and main point of contact for customers, executives, and internal partners
• Build long-term, senior-level relationships with account points of contact, exceed customer expectations, and resolve challenging situations
• Help customers maximize business results and ROI through effective use of the ServiceTitan platform and customer-facing value plans
• Handle customer inquiries and issues, coordinating timely resolutions with internal teams
• Proactively contact customers to understand their goals and roadblocks and meet their needs
• Use customer success and engagement data to track metrics and create targeted campaigns for customers who are not using key features
• Monitor account health, identify risk behaviors, and address escalation and churn risks
• Identify customer pain points and work with cross-functional teams to provide solutions
• Train and guide customers in using the software and promote engagement in webinars and the community
• Improve customer satisfaction and advocacy, including NPS, through better product experiences and internal processes
• Manage customer account projects, organize follow-ups, and document interactions
• Monitor product usage, participate in renewal discussions, and maximize retention, upselling, and cross-selling
• Collect and share customer feedback with product and development teams
• Identify customer advocacy opportunities, including success stories, the Torch network, and referrals

• 2+ Years of experience in customer-facing roles, customer success, account management, and/or sales preferred
• Customer value, ROI, and business outcome-driven mindset
• Product training skills and confidence in re-selling the product to customers
• Strong de-escalation, problem-solving, written communication, and verbal communication skills
• Ability to multitask and manage multiple projects with attention to detail
• Self-starter who works well in a fast-paced environment and can lead, motivate, and collaborate with others
• Quick thinking, fast learning, solution-oriented approach, and ability to see issues through to resolution
• Ability to work effectively in a remote setting
• Highly organized, detail-oriented, and empathetic, with a customer-focused approach
• Passion for phone-based customer interactions
• Будет плюсом: project management, sales, data or business performance analytics, operational use of SalesForce, Gainsight, and Tableau, strong knowledge of ServiceTitan workflows and best practices, ability to work PST/MST hours

• Локация: Ереван
• Working hours: Mon-Fri 4Pm - 1Am (Armenia)
• Flexible time off, learning and development opportunities, comprehensive 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 1; parent and siblings’ insurance; wellness benefit and office massage
• Parental leave and support, financial planning tools, and Employee Assistance Program services