Strategic Accounts Senior CSM | Drive Adoption (Equity)

ServiceTitan; Oregon; Hybrid; USD 114,000 - 171,000; Full time

Benefits offered by this job

Flextime

Learning & development opportunities

Bonusly recognition & rewards

Comprehensive onboarding program

Leadership training for Titans

Health insurance & vision/dental

Parental leave & fertility support

Pet insurance

Legal advisory services

Financial planning tools

Job summary

ServiceTitan, a leading provider for franchise systems and multi-location enterprises, seeks a Senior Customer Success Manager for Strategic Accounts. You will manage long-term relationships with our largest customers, collaborate with executives, and drive product adoption and evangelism across franchise networks.

You will partner with product managers, support teams, and customers to deliver strategic initiatives, manage escalations, and ensure high satisfaction and renewal outcomes across

Qualifications

• 5+ years of relevant experience managing multiple accounts and/or projects.
• Self-starter in an entrepreneurial, fast-paced environment with leadership ability.
• Exceptional account and project management skills with strong attention to detail.
• Ability to learn new software quickly and apply it.
• Proactive problem-solver who can navigate ambiguity with creative solutions.
• Willingness to travel up to 15% nationwide.

Responsibilities

• Develop strong relationships with corporate contacts in strategic accounts.
• Coach and train on product best practices for franchise staff and end users.
• Collaborate with customers and product managers to manage feature requests.
• Serve as a subject matter expert on custom product features for strategic accounts.
• Drive initiatives to increase product adoption and customer satisfaction.
• Analyze user engagement data and report KPIs regularly.
• Gather intelligence on how customers use our products and value streams.
• Prepare and present business reviews to reinforce product value.
• Act as an escalation point for customer support tickets.
• Maintain accurate account and contact records for reporting.
• Identify areas to improve the customer experience in product and process.
• Onboard new customers and support long-term relationship building.

Skills

Account management

Strategic relationships

Project management

Cross-functional collaboration

Executive communication

Data-driven decisions

Job description

ServiceTitan, a leading provider for franchise systems and multi-location enterprises, seeks a Senior Customer Success Manager for Strategic Accounts. You will manage long-term relationships with our largest customers, collaborate with executives, and drive product adoption and evangelism across franchise networks.

You will partner with product managers, support teams, and customers to deliver strategic initiatives, manage escalations, and ensure high satisfaction and renewal outcomes across