Manager, Strategic Customer Success
ServiceTitan
Customer Success Manager
EZ Texting
full-time
Posted on:
Location: California, District of Columbia, Florida, Massachusetts, New York, Pennsylvania, Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $79,000 - $133,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- Own and manage a portfolio of SMB and mid-market customers, ensuring high levels of adoption, satisfaction, and retention
- Develop strong customer relationships through regular check-ins, QBRs, Account Plans, training sessions, and strategic consultations
- Monitor customer health and engagement using internal tools and trigger proactive outreach to reduce risk and increase product value
- Collaborate closely with Product, Support, Sales, and Marketing to align on customer needs, feedback, and cross-functional initiatives
- Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas
- Maintain accurate and up-to-date records in Salesforce and other systems, documenting touchpoints, outcomes, and risk factors
- Identify and lead resolution of risks, issues, and delays related to customer adoption
- Build community and engagement across your customer base by initiating value-added programs such as customer webinars, consistent email cadences, feedback loops, and co-creating educational content with Product Marketing
- Contribute to the creation and improvement of customer success playbooks, processes, and enablement content
- Deliver insights and trends from the customer base to help inform go-to-market strategy and customer experience improvements
- Support renewals and upsells as needed, but this role is not tied to revenue targets. Your focus will be on customer success, not sales
Requirements
- 4+ years of experiences, ideally in a Customer Success, Account Management, or similar customer-facing role at a SaaS or telecommunications company
- Proven success managing a large portfolio of SMB or mid-market customers in a fast-paced, high-volume environment
- Strong communication and relationship-building skills with the ability to explain complex topics clearly
- Comfortable driving consistent outreach through multiple channels including email, text, phone, and video
- Experience working with tools like Salesforce, or similar CRM, Tableau , and CS platforms
- Understanding of the Customer Journey
- Ability to prioritize tasks effectively and remain proactive in a remote environment
- An alytical and organizational skills, with a systematic approach to problems
- Collaborative mindset with a willingness to jump in and solve problems, even if they fall outside your lane
- Passion for helping customers succeed, paired with a strong understanding of business goals and KPIs
