Customer Success Manager

ServiceTitan Software Canada; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

ServiceTitan is seeking a Customer Success Manager to own outcomes for 75+ accounts, acting as a strategic advisor and primary contact. You will align offerings to drive measurable ROI and build senior-level relationships to foster loyalty and retention.

You will guide customers to maximize value, analyze usage data for risk, and deliver proactive interventions. Collaboration with Support, Product, Onboarding, and Sales is essential to ensure seamless experiences and advocacy.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer success

Relationship building

Problem solving

Ownership

Communication

Cross-functional collaboration

Data interpretation

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.

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..

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

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.