Customer Success Manager: ROI & Adoption

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

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.