Customer Success Manager

ServiceTitan, Inc.; Connecticut; Hybrid; USD 72,000 - 115,000; Full time

Benefits offered by this job

Flexible time off

Equity

Leadership training

Bonus/recognition programs

Job summary

ServiceTitan, Inc. is seeking a Customer Success Manager to own outcomes for a portfolio of 75+ accounts and act as the strategic business advisor.

You’ll drive measurable ROI, build executive relationships, and guide customers through product adoption to maximize value. The role emphasizes proactive engagement, data-driven insights, and collaboration with Support, Product, Onboarding, and Sales to ensure customer success and long-term retention.

Qualifications

• Experience in customer-facing roles such as Customer Success, Account Management, or Sales.
• Curiosity and a learning mindset, always seeking to understand customer goals and add value.
• Strong ownership, communication, and cross-functional collaboration to deliver results.

Responsibilities

• Own Customer Outcomes for ~75+ assigned accounts and serve as the strategic advisor.
• Deliver Value and ROI by identifying opportunities to improve performance and ROI.
• Engage customers via calls, emails, and campaigns to understand goals and celebrate wins.
• Provide hands-on product guidance, training, and best practices for adoption of new features.
• Inspire advocacy through high satisfaction and referrals (NPS, case studies).
• Collaborate with Support, Product, Onboarding, and Sales for seamless experiences and issue resolution.
• Maintain detailed account documentation and manage multiple priorities with accountability.

Skills

Customer success

Account management

Sales experience

Relationship building

Data-driven decision making

Tools

Salesforce

Gainsight

Tableau

ServiceTitan

Job description

Ready to be a Titan? At ServiceTitan, we help our customers achieve extraordinary outcomes — and as a Customer Success Manager on our CSM Team, you’ll be at the heart of that mission. You’ll serve as a trusted partner to a portfolio of customers, ensuring they achieve measurable ROI, feel deeply supported, and realize the full value of ServiceTitan in transforming their business operations. This role is perfect for someone who is driven, curious, and passionate about helping others succeed. You thrive on solving problems, taking ownership, and collaborating across teams to deliver results that truly matter.

What You’ll Do

• Own Customer Outcomes
• 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.
• Deliver Value and ROI
• 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.
• Engage and Empower Customers
• 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).
• Collaborate and Solve Problems
• 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.
• Stay Organized and Accountable
• 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.

What You’ll Bring

• 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.

Preferred Skills and Experience

• 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.

Expected travel: up to 10% for client meetings, site visits, and team collaboration.

Why You’ll Love It

Here You’ll join a team that’s not just managing customers — we’re partnering with them to build their future. At ServiceTitan, you’ll have the autonomy to make an impact, the support to grow your career, and the opportunity to help thousands of businesses achieve extraordinary..

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.
• We celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply.
• Non-discrimination statement: We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
• Equal opportunity: 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.
• Salary: For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $76,900 USD - $115,300 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $71,800 USD - $107,800 USD Applicable for: All other US locations. This role is also eligible for a variable commission plan. 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 and variable commission, our total compensation package includes equity, and a holistic suite of benefits.

We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us. We’re just getting started.