ServiceTrade · 3 hours ago
Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
2+ years expServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. The Customer Success Manager will be responsible for driving platform adoption and customer value by providing strategic guidance and support to a dedicated book of business, ensuring customer satisfaction and growth.
E-CommerceEnterprise SoftwareMobileWeb Apps
Responsibilities
Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
Work with customers to maximize the realized value of subscribed products
Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
Maintain accurate customer records and document customer interactions, progress and milestones
Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support
Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests
Qualification
Required
2-3 years supporting or implementing complex saas solutions
Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
Able to clearly frame a problem, collect necessary information and obtain a resolution
Displays professionalism and composure in difficult situations
Project Management skills, ideally with some formal training
Ability to travel as needed (10-15%)
Preferred
Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc)
Salesforce.com
Zoom/Google Meet
Benefits
Medical with Cigna (2 options)
Dental and Vision with Unum
Company-paid Life insurance, STD and LTD
Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Community Impact Program (Volunteer)
Employee Reimbursement Program
Company
ServiceTrade
ServiceTrade offers mobile and web apps for maintenance businesses to deliver more service calls and connect with their customers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$119.81MKey Investors
JMI EquityFrontier Growth
2021-12-06Private Equity· $85M
2020-08-04Series Unknown· $30M
2015-05-04Series Unknown· $4.11M
Leadership Team
William Chaney
Chief Executive Officer
Brian Smithwick
Chief Technology Officer / Co-Founder
Recent News
Company data provided by crunchbase