Customer Success Manager

Role Overview

• Act as the dedicated CSM for ~75+ assigned accounts, serving as the primary point of contact and strategic business advisor.
• Understand each customer’s business goals, challenges, and success metrics — and align ServiceTitan solutions to drive tangible ROI and business outcomes.
• Build and maintain senior-level relationships to ensure customer confidence, long-term loyalty, and retention.
• Guide customers in maximizing their use of ServiceTitan by identifying high-impact opportunities to improve performance and efficiency.
• Create and execute customer value plans that demonstrate measurable business impact and ROI to key stakeholders.
• Proactively analyze account health, usage data, and engagement trends to identify risk and deliver tailored, timely interventions.
• Proactively reach out to customers through calls, emails, and digital campaigns to understand goals, remove barriers, and celebrate wins.
• Provide hands-on product guidance, training, and best practices to help customers confidently adopt new features and workflows.
• Inspire customer advocacy through exceptional experiences — increasing satisfaction, loyalty, and promoter activity (NPS, referrals, case studies).
• Partner cross-functionally with Support, Product, Onboarding, and Sales to ensure seamless customer experiences and rapid issue resolution.
• Take ownership of escalations — approaching challenges with curiosity, empathy, and a solution-first mindset.
• Gather and synthesize customer feedback to influence product enhancements and internal process improvements.
• Maintain detailed account documentation, track progress toward goals, and ensure timely follow-ups.
• Manage multiple priorities with precision and a proactive approach, ensuring no customer need or opportunity goes unnoticed.

Requirements

• Proven experience in customer-facing roles such as Customer Success, Account Management, or Sales.
• A passion for customer success — you genuinely care about helping others grow and thrive.
• Curiosity and a learning mindset, always seeking to understand your customer’s business and uncover new ways to add value.
• Strong ownership mentality — you take initiative, follow through, and make things happen.
• Exceptional communication and relationship-building skills, with an ability to simplify complex concepts and inspire confidence.
• Adept at problem-solving, conflict resolution, and driving alignment across cross-functional teams.
• Highly organized, detail-oriented, and proactive, managing multiple accounts and projects effectively.
• Comfort with data — able to interpret engagement and usage metrics to drive informed decisions.
• A collaborative team player who contributes positively to a high-performance, customer-obsessed culture.
• Experience in project management or business consulting is preferred.
• Familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan is preferred.
• Understanding of business performance analytics and operational workflows is preferred.
• Ability to lead conversations that connect technology to measurable business results is preferred.

Tech Stack

• Tableau

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.