Senior Customer Success Manager

Who We Are

Titan Cloud is a market-leading provider of Fuel Asset Optimization, which helps the world’s largest and most complex convenience stores, fleets and their suppliers reduce compliance risk, drastically decrease overall asset maintenance costs, and increase revenue and overall fuel yield. For our customers, we are the enterprise software platform and system of record that ties together their environment, fuel, store operations and maintenance departments. Our customers save millions a year from reducing lost sales, improving customer experience, mitigating fuel loss, reducing excessive maintenance bills, and reducing environmental reserves and fines.

Our Mission Statement

We connect people, equipment, and facilities to maximize the operational efficiency and minimize the environmental impact of every fueling facility in the world.

About the Role

As a Senior Customer Success Manager (Senior CSM), you will own the ultimate success for a portfolio of Titan Cloud’s enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal.

The ideal candidate will have a unique ability to communicate with varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion Titan Cloud, its products and overall customer value. The results are increased customer loyalty and retention of Titan Cloud’s solutions.

Reporting to the Sr. Vice President of Customer Success, we’re seeking for an exceptional and energetic Senior CSM who thrives amidst the challenges of a high growth environment.

What You’ll Do

● Own the ultimate success for a portfolio of Titan Cloud’s enterprise customer base; this includes seamless customer onboarding, project success, retention, and renewal

● Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base

● Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and “listening” points (e.g. on usage, program effectiveness)

● Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor

● Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth

● Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn

● Drive and continuous improvement of customer reference ability, experience and health

● Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

● Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks

● Personally manage customer escalations and methodical approaches towards resolution

● Track customer metrics and maintain customer health scorecards with clear action plan

Requirements

What We’re Looking For

● Bachelor's degree in Business, Computer Science or related field

● At least 7 years of experience in 2+ high growth technology firms (preferably SaaS) in Customer Success, Account Management, Consulting or Engagement Management

● Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value

● Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth

● A strategic thinker and creative problem solver

● Analytical and detail oriented

● Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners

● Has superior organizational skills and the ability to prioritize and deliver on multiple priorities

● Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues

● Be able to work in a high growth environment and comfortable navigating through ambiguity

● Willing to travel up to 25% of the time

Benefits

• Remote work environment
• Flexible time off
• Medical Insurance (including HSA/FSA accounts)
• Dental Insurance
• Group Term Life Insurance
• Vision Insurance
• Disability Insurance
• Maternity/Paternity Leave
• 401(k)
• Additional & Voluntary Benefits

Why Join Us

At Titan Cloud, we are committed to creating a diverse and inclusive workplace where all voices are heard and valued. Even if you don’t meet most of the required qualifications or have transferable skills related to this role, we encourage you to apply—even if you don’t meet all the preferred qualifications. We recognize that a variety of experiences can contribute to success in this position, and we value different perspectives on our team.