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.
What you'll do:Strategic customer success- 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.
Solution architecture- 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.
What you'll bring:- 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.
Preferred qualifications and success measures- 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.
How success is measuredCustomer 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
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.
Use of AI Technology:We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.
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 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.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role isZone 1: $111,800 USD - $167,600 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WAZone 2: $104,500 USD - $156,700 USD Applicable for: All other US locations.International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.
