Strategic Accounts Senior Customer Success Lead

ServiceTitan; United States; Remote; USD 114,000 - 183,000; Full time

Benefits offered by this job

Flexible time off

Bonusly rewards

Health benefits

Fertility services support

Parental leave

Pet insurance

Legal advisory services

Financial planning tools

Job summary

ServiceTitan seeks a Senior Customer Success Manager, Strategic Accounts to steward the long-term success of its largest customers, including franchise networks and multi-location enterprises. You’ll partner with executive teams to drive product adoption, evangelism, and ongoing value delivery across complex accounts.

You will coach clients, translate business needs into product enhancements, and collaborate with product managers to prioritize requests.

Qualifications

• 5+ years of experience managing multiple accounts or projects with a track record of success.
• Self-starter who thrives in a fast-paced environment and can lead, motivate, and collaborate effectively.
• Exceptional account and project management skills with meticulous attention to detail.
• Proven ability to learn new software quickly and leverage its full potential.
• Ability to anticipate client needs and proactively navigate risks and roadblocks.
• Strong problem-solving mindset and adaptability in ambiguous situations.
• Willingness to travel up to 15% nationwide (as restrictions allow).

Responsibilities

• Develop relationships with corporate contacts in strategic accounts.
• Coach and train on product best practices for corporate staff and end users.
• Collaborate with customers and product managers on feature requests and improvements.
• Serve as subject matter expert on custom product features for strategic accounts.
• Lead initiatives to increase product adoption, satisfaction, and advocacy.
• Analyze user engagement data and report KPIs regularly.
• Gather intelligence on product usage to identify valuable features.
• Build and present business reviews to reinforce value of ServiceTitan.
• Act as escalation point for customer support issues and update records.
• Identify areas for improvement in product and processes to enhance CX.
• Onboard new customers; own long-term relationship while assisting with onboarding when needed.

Skills

Account management

Project management

Self-starter

Strong communication

Organizational skills

Problem solving

Travel readiness

Tools

CRM software

Job description

ServiceTitan seeks a Senior Customer Success Manager, Strategic Accounts to steward the long-term success of its largest customers, including franchise networks and multi-location enterprises. You’ll partner with executive teams to drive product adoption, evangelism, and ongoing value delivery across complex accounts.

You will coach clients, translate business needs into product enhancements, and collaborate with product managers to prioritize requests.