Customer Success Manager, Enterprise

As a Customer Success Manager (Enterprise) at ServiceTitan, you'll be tasked with actively managing and developing a portfolio of 35 high-touch customer accounts within the trades sector. Your responsibilities will include understanding how clients use our software, coaching them on best practices, solving their complex problems with innovative solutions, and maintaining senior-level relationships to enhance their experience. Moreover, you will analyze user engagement and promote up-selling and cross-selling opportunities, ensuring consistent engagement through thoughtful communication.

To be a successful candidate for the Customer Success Manager position at ServiceTitan, you should have at least 4 years of account and/or project management experience in customer-facing roles. Your ability to multitask, manage several projects simultaneously, and originate in a fast-paced environment will be essential. Furthermore, strong communication skills, adaptability, and experience with data analysis are vital to succeed in this role. We encourage candidates with diverse backgrounds to apply, as we value unique perspectives.

Career growth for a Customer Success Manager at ServiceTitan is promising as the company emphasizes internal mobility and leadership training programs. As you gain experience managing enterprise accounts and provide significant value to clients, opportunities for advancement into senior management roles may become available. Additionally, with a supportive culture, you will receive recognition and development opportunities that help shape you into a seasoned expert within the organization.

ServiceTitan highly values work-life balance, offering flexible time off to ensure that you can recharge while engaging in impactful work. Our holistic health and wellness benefits cover medical, dental, vision, and even telehealth services. With resources aimed at supporting Titans at all stages of life, from parental leave to financial planning tools, you will find a supportive environment that encourages personal and professional growth.

The expected salary range for a Customer Success Manager at ServiceTitan, residing in the United States, is between $85,700 and $114,600 USD. In addition to your base salary, the total compensation package also includes an annual bonus and other benefits. Compensation may vary depending on your location, skills, experience, and performance. We consider a wide range of factors when determining individual compensation to ensure fairness and equity.

Yes! When preparing to answer this question, focus on specific examples that showcase your ability to develop and maintain relationships with enterprise clients. Discuss your strategies for understanding their needs, data analysis, and how your proactive communication drove their success.

In answering this question, mention specific key performance indicators (KPIs) that reflect success in customer accounts, such as user engagement rates, renewal rates, and customer satisfaction scores. Provide examples of how you have previously tracked and analyzed these metrics to drive account improvement.

Share concrete examples of creative solutions you've developed for unique customer challenges. Highlight your analytical skills and collaborative approach—mention how you involve the customer in brainstorming and developing out-of-the-box solutions.

To approach this question, outline a step-by-step process you take in addressing customer dissatisfaction: listening, empathizing, identifying the root cause, and then strategizing a resolution. Share examples of how you've successfully turned a negative experience into a positive outcome.

In response, discuss your method for identifying opportunities through customer engagement and feedback. Provide examples where your understanding of the client's business needs led to successful upselling or cross-selling, demonstrating how you maintain a trustworthy relationship.

Emphasize the importance of continuous learning. Mention specific resources you follow, such as industry publications, webinars, or networking events, to stay ahead of trends and bring valuable insights to your accounts.

When answering this, use the STAR (Situation, Task, Action, Result) method. Describe the specific situation, actions you took to address the issues, and the positive results you achieved, focusing on the techniques that proved most effective.

Discuss your prioritization process, such as using task management tools, categorizing accounts by business potential, or focusing on urgent customer needs. Provide examples of how this strategy has allowed you to effectively manage multiple projects simultaneously.

Highlight your analytical skills by detailing the types of data you analyze, such as customer engagement statistics, and how these insights impact your strategy for account management. Provide specific examples of analyses resulting in actionable insights.

Reflect on what drives you to succeed in your role. This could be helping customers achieve their goals, the thrill of problem-solving, or contributing to a team that values improvement and innovation. Sharing personal anecdotes can create a positive impression.