Customer Success Manager

ServiceTitan is seeking a Customer Success Manager to join their team in Yerevan, Armenia. This role is crucial for ensuring customer success and satisfaction by building strong relationships, understanding needs, and empowering customers to achieve their business goals with ServiceTitan.

As a preferred CSM for a designated list of customers, you will optimize their use of the platform to drive business results, ensuring retention and growth of ServiceTitan’s revenue. You will engage proactively and reactively to support their journey with the company.

Interested in becoming a Titan? Visit: https://servicetitan.am/job-openings

Company Overview

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. Headquartered in Glendale, California, with a significant presence in Armenia, ServiceTitan helps small business entrepreneurs run and grow their businesses by streamlining operations, improving customer service, and increasing sales.

ServiceTitan is the first Armenian-founded tech unicorn, with over 3000 employees across the US, Canada, and Armenia. The Yerevan team, comprising over 500 people, actively contributes to improving existing products and building new ones from scratch. For more information, visit www.servicetitan.am.

Quick Details

• Job Type: Full-time
• Experience: 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred
• Qualifications: Bachelor’s Degree

Key Responsibilities

• Act as a “preferred CSM” for approximately 100 assigned accounts, serving as the main point of contact.
• Build and maintain long-term, senior-level relationships with customer POCs, managing challenging situations effectively.
• Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform and resolve complex issues.
• Serve as the primary point of contact for customer inquiries and issues, working closely with internal teams for timely resolutions.
• Proactively reach out to customers to understand their goals and roadblocks, ensuring their needs are met.
• Utilize data to track customer success metrics and design targeted campaigns to engage customers.
• Monitor account health, flag risk behaviors, and engage proactively to mitigate escalations and churn risk.
• Provide training and guidance to customers, ensuring effective software utilization and driving engagement in webinars and community events.
• Seek ways to improve customer satisfaction and raise customer advocacy (NPS).
• Gather and relay customer feedback to product and development teams for continuous improvement.
• Monitor customer usage and engage in renewal discussions to ensure long-term satisfaction and account retention.

Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred.
• A customer value, ROI, and business outcome-driven mindset.
• Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan.
• Strong de-escalation and problem-solving skills.
• Highly skilled in written and verbal communication.
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.
• Self-starter that thrives in an entrepreneurial, fast-paced environment.
• Quick thinking, fast learning, and solution-oriented.
• Self-motivated and able to work effectively in a remote setting.
• Highly organized and detail-oriented.
• Project management skills and experience are a plus.
• Exceptional organizational and time management skills.
• Empathetic with a customer-focused approach.
• Passion for phone-based customer interactions.

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program, leadership training, and peer-nominated awards.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.
• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.