Strategic Customer Success Manager, Exteriors

ServiceTitan is hiring a Strategic Customer Success Manager, Exteriors, to own executive relationships, customer outcomes, and solution design for a portfolio of strategic accounts. The role combines customer success with hands-on technical discovery, configuration, troubleshooting, and cross-functional work to drive adoption, resolve issues, protect renewals, and identify expansion opportunities.

Responsibilities:

• 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

Requirements:

• 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, with strategic or enterprise accounts
• 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
• Working knowledge of SaaS platforms: workflows, permissions and settings, data models, APIs and integrations, and reporting
• Comfort with data: able to query, filter, and interpret data (SQL or equivalent) to support a diagnosis or a business case
• Executive-level communication: you can explain a technical solution to a business owner and a business goal to an engineer
• Track record managing escalations and cross-functional work without direct authority
• Structured, documented working style: clear solution designs, action plans, and handoffs
• Experience with field service, home services, construction, or roofing and exteriors workflows
• Hands-on ServiceTitan experience, such as configuration, pricebook, estimating, or integrations
• Experience with third-party or supplier integrations, scripting or automation, or building with AI tools
• Background in both a CSM and a technical or architect role