customer success manager for trades businesses

ServiceTitan is building an end-to-end solution for the trades, a trillion-dollar global industry underserved by technology. The company develops solutions that help entrepreneurs grow and scale their businesses.

• Own approximately 100 assigned accounts and serve as the main point of contact for customers, executives, and internal partners
• Build and maintain long-term relationships with senior-level customer contacts, manage challenging situations, and resolve them
• Help customers maximize business results through the ServiceTitan platform and create customer-facing value plans demonstrating ROI
• Handle customer inquiries and issues, working with internal teams to resolve them promptly
• Proactively contact customers to understand their goals and obstacles, meet their needs, and maintain regular engagement
• Analyze customer success and user engagement data, and design campaigns for customers who are not using key features
• Monitor account health, identify churn risks, and address escalations to strengthen customer loyalty
• Identify customer pain points and coordinate effective solutions with cross-functional teams
• Train and guide customers in using the software, and encourage participation in webinars and the community
• Improve customer satisfaction and advocacy, including NPS, product experience, and internal processes
• Manage account projects, organize follow-ups, and document interactions
• Monitor product usage, discuss renewals, and identify upselling and cross-selling opportunities
• Collect and share customer feedback with product and development teams
• Identify opportunities for customer advocacy, including success stories, the Torch Network, and referrals

• At least 2 years of experience in customer-facing roles, customer success, account management, and/or sales is preferred
• Customer-value, ROI, and business-outcome-driven mindset
• Product training skills and comfort reselling the product to customers
• Strong de-escalation and problem-solving skills
• Excellent written and verbal communication skills
• Ability to multitask and manage multiple projects with strong attention to detail
• Self-starter able to thrive in a fast-paced environment and lead, motivate, and collaborate with others
• Quick-thinking, fast-learning, solution-oriented, and able to see issues through to resolution
• Self-motivated and able to work effectively in a remote setting
• Highly organized and detail-oriented, with strong time-management skills
• Empathetic and customer-focused, with an interest in 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

• Work schedule: Monday–Friday, 4 PM–1 AM (Armenia)
• Flexible time off, learning and development opportunities, 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 one; parent and sibling insurance, wellness benefit, and office massage
• Parental leave and support, financial planning tools, and Employee Assistance Program services