Customer Success Manager (FieldRoutes)

Get to know us: 

We’re FieldRoutes, one of the most recognized providers of operations software and integrated marketing solutions for the pest control and lawn care service industries. Backed by ServiceTitan, the world’s leading provider of software for field service trades, our cloud-based and mobile solutions make life easier for field service professionals, allowing them to accelerate growth, streamline their operations, increase customer retention, and maximize revenue.

When you join our team, you’ll be bringing your talents to one of the fastest-growing companies in the US with an award-winning culture that’s been recognized by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue so they can better serve their customers and communities. Our partnership with ServiceTitan has enabled us to accelerate investment in our technology and people while maintaining our flexible culture. 

Ready to make your career move? 

FieldRoutes has a compelling opportunity for an experienced customer Success Manager to join our growing team. The CSM is responsible for ensuring the success of a portfolio of FieldRoutes’ customers. The CSM will bring the best ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater business value and executive alignment between FieldRoutes and the customer. As a CSM you will be orchestrating our success services and providing best practices in areas such as adoption, Business Metrics, and Feature Usage. The end result is increased customer satisfaction and retention. 

As a Customer Success Manager, you promote maximum value from the customers’ investment in FieldRoutes, aiming for full utilization of their licenses, identifying new opportunities, and collaborating with the Sales Team to ensure growth attainment and renewals.

What you’ll do:

• Become an expert in customer use cases, needs, and business outcomes to proactively identify how our products, services, and value proposition can best drive and support our customers’ journey

• Develop and deliver a value-add playbook and thoughtful leadership toSMB customer stakeholders to convert them to be FieldRoutes’ promoters

• Increase customer retention by planning and/or conducting a one-to-many engagement strategies for customers including online and offline touchpoints such as training, webinars, surveys, and user groups

• Track accounts to identify churn risk and work proactively to eliminate that risk

• Be the voice of our customers internally, providing feedback and insights on how FieldRoutes can better serve our customers

• Contribute to the library of customer success assets (customer references, case studies, webinars)

• Facilitate escalation calls with upset customers utilizing internal resources such as Support, Implementation teams, and senior management

• Work collaboratively with the sales team to identify upsell opportunities and facilitate renewal targets

• Meet and surpass quantitative and qualitative goals for customer
  retention, win-backs, and satisfaction

What you’ll bring:

• High School diploma or equivalent

• 2+ years of customer success (or 3+ years of Customer/Technical

• Support experience)

• Experience working with Salesforce.com or similar CRM

• Knowledge of Microsoft Office: Outlook, Excel, and PowerPoint or G-suite productivity tools as well as web presentation tools

• Commitment to delivering outstanding customer service and

• supporting and driving our customers’ business success

• Be self-driven, and results-orientated with a positive outlook and a focus on quality

• Strong phone presence and experience training virtually

• Demonstrated ability to build strong and lasting relationships

• Demonstrates high-level problem-solving and analytical skills, excels under pressure, and is results-driven

• Excellent listening, communication, and presentation skills with a strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the executive level

• Manage time effectively, meet personal goals and work effectively with other members of the customer success team covering 1300+ customers

• Ability to influence through persuasion, negotiation, and consensus building
   

Where you’ll work: 
We’re 100% remote

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