Customer Success Manager

ServiceTitan is a company dedicated to helping customers achieve extraordinary outcomes. As a Customer Success Manager, you will serve as a trusted partner to a portfolio of customers, ensuring they achieve measurable ROI and realize the full value of ServiceTitan's solutions.

Responsibilities:

• 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
• Familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan
• Understanding of business performance analytics and operational workflows
• Ability to lead conversations that connect technology to measurable business results