Manager, Strategic Customer Success
ServiceTitan
Enterprise Customer Success Manager
Checkr, Inc.
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Own Customer Success responsibilities for 30-40 Enterprise accounts (TCV ranging $50k-$500k)
- Perform initial onboarding and ongoing training of customer accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
- Facilitate customer contract renewal
- Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
- Serve as the income & employment subject matter expert (SME) providing guidance and addressing challenges on the implementation of Truework and ongoing use of our service in their processes
- Perform periodic customer success reviews that unpack account performance, track milestone progress, and expand the use of Truework throughout the account
- Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Truework
- Review customer usage patterns to gather insights, provide guidance and highlight risk
- Serve as the primary interface to manage and resolve any critical issues with the help of the Technical Support and Operations team
- Provide expert customer insights to Sales, Product Management, and Marketing to drive product improvements and growth
- Exceed performance targets, including increasing net retention and growth of customer volume
- Partner and strategize with Account Managers to identify and execute expansion opportunities
Requirements
- 3+ years customer success experience, preferably for a SaaS or financial services product
- Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
- Outstanding multi-task task management skills across a varied set of responsibilities
- Passion for working with lenders and a desire to deeply understand the Truework Income benefits, use cases, and technical elements
- Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
- Ability to build credibility and trust by understanding and addressing customer requirements
- Willing to travel periodically based on customer and business need
