Strategic Customer Success Manager (Exteriors)

• The Strategic Customer Success Manager owns the customer relationship and the technical solution in one seat. Our strategic customers need a CSM who can diagnose how their business runs inside ServiceTitan, design the fix, and drive it to adoption, not hand the technical work to another team
• You will own a portfolio of strategic accounts. For each, you hold the executive relationship, the adoption and outcomes plan, and the solution design: configuration, workflows, integrations, and data. You work closely with Implementation, Support, Product, and Engineering, and you are the person who finds the answer when an account is stuck
• Own the executive relationship, business reviews, and success plan for a portfolio of strategic accounts, tied to measurable outcomes
• Lead escalations end to end: triage, root cause, cross-team coordination, and clear customer communication until resolved
• Monitor adoption and health, and turn gaps into prioritized, owned action plans
• Forecast and protect renewals; identify and develop expansion opportunities with Sales
• Represent the customer inside ServiceTitan, bringing product feedback with evidence and business impact
• Run technical discovery: map the customer’s workflows, data, third-party systems, and pain points to ServiceTitan capabilities
• Design and document solutions, including configuration, feature gates and settings, pricebook and estimate structures, workflows, reporting, and supplier or third-party integrations
• Troubleshoot complex issues hands-on: reproduce, inspect configuration and data, and distinguish a setup gap from a product defect
• Partner with Implementation, Support, and Engineering to scope, validate, and ship fixes, and write the case when a gap needs Product’s attention
• Build reusable assets (SOPs, templates, best-practice configurations, enablement content) so solutions scale across accounts
• Use SQL, reporting, and AI tooling to find patterns across customers and speed up diagnosis
• How success is measured:
• Customer outcomes
• Adoption of targeted features and progress against each account’s success plan
• Retention and growth
• Gross and net revenue retention for the portfolio; expansion pipeline sourced
• Technical resolution
• Time to root cause on escalations; share of issues resolved without a handoff
• Scalability
• Reusable solutions, SOPs, and templates adopted by the wider team
• Customer sentiment
• Executive sponsor engagement and satisfaction trend

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
• Personal development programs

• Comfort with data: able to query, filter, and interpret data (SQL or equivalent) to support a diagnosis or a business case
• Track record managing escalations and cross-functional work without direct authority
• Demonstrated ability to solve customer problems technically: you can show a time you found the root cause in configuration, data, or an integration and designed the fix yourself
• 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, with strategic or enterprise accounts
• Executive-level communication: you can explain a technical solution to a business owner and a business goal to an engineer
• Structured, documented working style: clear solution designs, action plans, and handoffs
• Working knowledge of SaaS platforms: workflows, permissions and settings, data models, APIs and integrations, and reporting
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway
• Background in both a CSM and a technical or architect role
• Experience with third-party or supplier integrations, scripting or automation, or building with AI tools
• Hands-on ServiceTitan experience, such as configuration, pricebook, estimating, or integrations
• Experience with field service, home services, construction, or roofing and exteriors workflows