Customer Success Manager

Ready to be a Titan?

Join us in transforming the service industry as a Customer Success Manager, where you'll empower businesses to achieve extraordinary results using ServiceTitan’s innovative solutions.

As a Customer Success Manager, you'll build and nurture strong relationships with a designated portfolio of residential and commercial service companies. You'll be their trusted advisor, helping them leverage ServiceTitan to its full potential while driving retention and revenue growth.

What you’ll do:

Customer Partnership & Growth

• Serve as the primary point of contact for your portfolio, managing senior-level relationships and customer journeys

• Proactively engage with customers through strategic calls and communications to understand their goals and overcome roadblocks

• Create high-trust partnerships that foster referrals, social connections, and platform adoption

• Drive exceptional customer experiences through optimization discussions and dedicated support

Portfolio Management

• Utilize data analytics to track success metrics and design targeted engagement campaigns

• Develop and maintain regular customer communication cadences 

• Partner with internal teams to ensure swift issue resolution and customer satisfaction

• Demonstrate extreme ownership over customer outcomes and success metrics

Product & Process Excellence

• Continuously expand product knowledge to handle diverse customer inquiries

• Participate in feedback loops with internal teams to improve customer experience

• Build strong cross-functional relationships to enhance service delivery

• Drive solutions for challenging customer situations through to resolution

What you’ll need:

• 2+ years of experience managing multiple accounts with demonstrated success

• Strong analytical skills with data-driven decision-making ability

• Excellent project management and prioritization capabilities

• Superior communication and relationship-building skills

• Self-starter mentality with ability to thrive in fast-paced environments

• BA/BS degree preferred

• Experience with recurring revenue business models

• Background in SaaS or service industry

• Self-starter who thrives in a fast-paced environment with the demonstrated capacity to lead, motivate, and maintain high attention to detail.

• Proven ability to multi-task and manage multiple projects at a time using data-driven decision-making to identify level of priority.

• Intermediate level understanding of value drivers in recurring revenue business models.

Be Human With Us:

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. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a 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 Headspace, Galileo, One Medical, Ginger and more. 

• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet in