Director, Corporate Customer Success Management

  • Locations
    • Remote
    • United States
  • Date Posted
  • Aug. 17, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

We solve real-world problems in the home services industry. We are passionate about bringing innovative and delightful solutions to traditional problems and workflows. Our ambitious team of product managers, designers, and product marketers works closely with our thousands of users to help make their lives easier through technology. We embrace agile development and design thinking to ship hundreds of new features every month. We measure our success based on our customer’s success. We strive for real impact.**open to remote candidates

What you’ll do:

  • Oversee corporate team account portfolio (SMB accounts), by engaging on strategic goals and providing best practices
  • Own the entire post Implementation customer lifecycle for the relevant segment - implement best practices, fine tune the customer journey, identify opportunities for listening points and interventions
  • Influence customer lifetime value realization through higher product adoption, customer satisfaction/NPS efforts, and overall health score monitoring
  • Work with the leadership team to design and implement net dollar retention program in order to support continuous growth, expansion and retention in our accounts
  • Establish and maintain strong relationships with owners, general managers and other executives at marquee clients
  • Define and manage all operational metrics for the teams from high level KPIs to individual scorecards
  • Work closely with other internal client facing teams to ensure consistency and focus on client outcomes through all post sale touch points
  • Developing and implementing processes that positively influence key client business metrics, uncovering at-risk client situations and acting quickly to avoid attrition
  • Design and implement Account Planning methodology that CSMs can leverage to conduct stakeholder management and plan value-based adoption campaigns
  • Provide strategy, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
  • Partner with onboarding to ensure processes are optimized across all segments within the corporate space
  • Serve as leadership sponsor for customer escalation calls, aligning the resources needed for resolution
  • Promote the expansion of Torch Network and growth of the CSM Success Story framework
  • Ensure the fostering of product and process knowledge for new and existing CSMs
  • Own CSM/Manager hiring efforts to ensure coverage of corporate customer portfolio
  • Conduct 1:1s and performance metric tracking for your direct reports to ensure great customer outcomes

What you’ll bring:

  • 5+ years experience in leading customer-facing organizations
  • 8+ years experience in Customer Success/Service/Account Management roles
  • Expert level understanding of value drivers in recurring revenue business models
  • Background of post-sale experience required, including upsell and renewal responsibilities
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and expectation management skills

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.