Program Manager, Customer Success

Ready to be a Titan?

We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard-working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.

About the Job

ServiceTitan is seeking an experienced Customer Success Manager to build our new one-to-many team (1:M). This team will manage mass communications with a large volume of low-touch clients.

The best candidate for this role is customer-obsessed, creative, collaborative and agile. Success will require a deep understanding of how to manage customer goals and content to inspire customer interaction, and then help provide enjoyable experiences that will keep them coming back.

What you'll do:

• Build a one-to-many SMB Success program
• Develop content for weekly webinars
• Own weekly email communications to clients to nurture engagement
• Partner with Onboarding & Implementation to ensure satisfactory launches of smaller, lower-touch clients
• Develop and manage team KPIs
• Build and manage team and client dashboards to track performance
• Move quickly to test new methods and concepts and course correct based on results. This is a new department and will need someone agile to fail fast, learn, and move forward
• Manage content and resources for one-to-many clients in conjunction with sales enablement and learning & development teams
• Build alignment between Marketing, Sales, and Customer Success to further drive revenue growth

What you'll bring:

• 2-4 years as a CSM or related role in a fast-moving startup environment
• Experience building content/training programs
• Experience developing success metrics
• Experience building and managing Salesforce dashboards
• Experience managing a high volume of customer communications, webinars, and social media engagement
• Relentless optimism and positivity
• Ability to innovate and wear different hats within a startup environment

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 more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% 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.