Customer Success Manager

Get to know us:

We're FieldRoutes, a leading cloud-based and mobile SaaS provider in the pest control and lawn care industry. Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our platform automates all aspects of field service operations for enterprise and small businesses, enabling them to accelerate growth, streamline operations, increase customer retention, and maximize revenue.

When you join our team, you'll be joining one of the fastest growing companies in the US with an award-winning culture that's been celebrated by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue. Our partnership with ServiceTitan will enable us to accelerate investment in our technology and people while maintaining our flexible startup culture.

Ready to make your career move?

As the Customer Success Manager, you will manage the existing relationships within the sales and marketing suite at FieldRoutes. You will analyze SEO marketing reports and associated metrics to determine the best course of action for our customers based on their goals. The Customer Success Manager will handle periodic reporting and strategy discussions, understand and act upon advanced analytical data, as well as stay up to date with the latest search engine changes and their effects on marketing initiatives. Under the oversight of the Manager of Customer Success, you will provide objective and appropriate accountability for our Pest Control, Lawn Care and Pool Care customers and assist Senior Customer Success Managers with their accounts.

What you'll do:

• Analyze SEO Marketing reports and metrics to determine the best course of action for our customers based on their goals and company strategies
• Provide periodic reports and analytics to customers
• Stay current on the latest search engine changes and their effects on marketing initiatives
• Develop, maintain, and strengthen customer relationships
• Monitor customer health, identify and mitigate account-level risks and upsell opportunities, align product and customer roadmaps, and deliver customer renewals promptly
• Manage and resolve all urgent customer issues, escalating to internal teams as necessary
• Build and maintain a thorough understanding of our products and any new products as they are developed
• Train and develop new hires and current Customer Success team members

What you'll bring:

• Bachelor's degree in Business, Marketing, or related fields
• 3+ years' experience in customer service, sales, marketing, or related roles
• 3+ years' experience in working with SEO
• Experience with and good knowledge of using Google Tools including Google Analytics, Search Console, and Search Engine Optimization
• Strong phone presence and experience working virtually
• Demonstrated ability to build strong and lasting relationships while being committed to delivering outstanding customer service
• Self-driven and results-orientated with a positive outlook and a focus on quality
• Demonstrate high-level problem solving and analytical skills and excels under pressure
• Ability to influence through persuasion, negotiation, and consensus-building
• Experience working with Salesforce.com or similar CRM
• Knowledge of Microsoft Office: Outlook, Excel, and PowerPoint or G-suite productivity tools as well as web presentation tools

Where you'll work:

We're 100% remote with HQ located in McKinney, TX

Be Human With Us:

Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

What We Offer:

When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.