Remote Customer Success Manager: Growth & Retention

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

Benefits offered by this job

Flexible time off

Bonusly recognition

Comprehensive benefits

Job summary

ServiceTitan, Inc. is seeking a Customer Success Manager to serve as the primary CSM for a designated set of customers in a remote-capable role. You will nurture executive relationships, drive value with the ServiceTitan platform, and lead proactive outreach to ensure retention and expansion opportunities.

This role emphasizes ROI-driven outcomes, strong communication, and cross-functional collaboration. You will collaborate with product, sales, and support teams to maximize customer outcomes,

Qualifications

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred.
• A customer value, ROI, and business outcome-driven mindset.
• Skills in product training, and comfortable “re-selling” the customer on ServiceTitan.
• Strong de-escalation and problem-solving skills.
• Highly skilled in written and verbal communication.
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.
• Self-starter in a remote setting, with the ability to lead and collaborate.
• Project management skills are a plus.

Responsibilities

• Act as a “preferred CSM” to ~100 accounts, main POC.
• Maintain senior-level relationships and own tricky cases to resolution.
• Guide customers to maximize ROI by understanding ServiceTitan deeply.
• Serve as primary contact for inquiries and coordinate with internal teams.
• Proactively engage customers to understand goals and roadblocks.
• Use data to track success metrics and design targeted campaigns.
• Monitor health and flag risk behaviors to prevent churn.
• Provide training and guidance to ensure effective use of the software.
• Identify opportunities for advocacy and upsell/cross-sell.
• Break down complex issues and manage accounts with timely follow-ups.
• Support renewal discussions and retention efforts.
• Relay customer feedback to product teams for improvement.
• Drive customer loyalty through positive interactions.

Skills

Customer success

Account management

Relationship management

Data analysis

Communication

Tools

Salesforce

Gainsight

Tableau

Job description

ServiceTitan, Inc. is seeking a Customer Success Manager to serve as the primary CSM for a designated set of customers in a remote-capable role. You will nurture executive relationships, drive value with the ServiceTitan platform, and lead proactive outreach to ensure retention and expansion opportunities.

This role emphasizes ROI-driven outcomes, strong communication, and cross-functional collaboration. You will collaborate with product, sales, and support teams to maximize customer outcomes,