Customer Success Manager, Strategic
ServiceTitan
Customer Success Manager, Enterprise
Reforge
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 per year
Job Level
Mid-LevelSenior
About the role
- Own enterprise relationships - Lead high-touch engagement with key accounts.
- Develop and implement engagement strategies - create proactive communication plans, host onboarding and activation.
- Monitor customer health - track key metrics to identify risks and opportunities.
- Become a product expert - guide customers toward desired outcomes.
- Be the voice of the customer - feedback loop with product, engineering, and marketing.
- Build scalable processes using automation and AI - develop systems and playbooks.
- Identify expansion and cross-sell opportunities - help sell more existing and new product offerings.
Requirements
- 5+ years in a customer-facing role, ideally in a fast-paced startup environment.
- Experience managing Enterprise accounts in a CSM or consultative role.
- Proven ability to build trust with senior leaders and understand their goals and challenges.
- Strong prioritization and organizational skills.
- Excellent communication: able to articulate complex ideas clearly.
- Data-driven approach; familiarity with CRM tools is a plus.
- Self-starter who thrives on autonomy and takes initiative.
- Comfortable collaborating cross-functionally and influencing without authority.
- Motivated by growth - yours, your team’s, and your customers’.
- Track record of driving KPIs like gross/net dollar retention and customer expansion.
Benefits
- Remote-first & Flexible - distributed-first team with financial support for optimal work environment.
- Top-tier Healthcare - Medical options with 100% of premiums for employees.
- Competitive Compensation - Salary + equity package.
- 401(k) - Opportunity to contribute directly from paycheck.
- Flexible PTO - Minimum of 10 days off annually, with encouragement to take more.
- Deep work hours - Requirement to block off 2-3 hours of interruption-free work daily.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementengagement strategiesdata-driven approachKPI trackingautomationAI implementationcross-sellingonboardingactivation
Soft skills
relationship buildingcommunicationorganizational skillsprioritizationself-startercollaborationinfluencingtrust buildinginitiativemotivation
