Strategic CSM Lead: 100+ Accounts, Drive ROI

ServiceTitan; California; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible time off

Learning & development programs

Leadership training for Titans

Bonusly rewards

Job summary

ServiceTitan in California seeks a Customer Success Manager to act as the primary contact for a portfolio of about 100 accounts, partnering with customers and internal teams to maximize value of the ServiceTitan platform and drive retention.

You will own relationships, deliver proactive engagement, identify expansion opportunities, provide product training, and help customers realize ROI while working with PST/MST hours in a remote-friendly, fast-paced environment.

Qualifications

• 2+ years in customer-facing roles or sales
• ROI and business-outcome driven mindset
• strong communication skills
• de-escalation and problem-solving abilities
• ability to multi-task and manage multiple projects
• remote-ready with proactive mindset
• high attention to detail and organization
• experience with customer success tools a plus

Responsibilities

• Act as the preferred CSM for ~100 accounts and be the main customer contact
• build long-term relationships with senior-level stakeholders
• drive value and ROI by understanding and optimizing the ServiceTitan platform
• coordinate with internal teams to resolve issues and ensure timely resolutions
• proactively reach out to customers to understand goals and roadblocks
• use data to track success metrics and run targeted campaigns
• mitigate churn risk and escalate when needed
• provide product training and drive customer engagement
• facilitate renewals and upsell opportunities
• document interactions and manage accounts efficiently
• gather customer feedback for product improvements
• promote customer advocacy and loyalty

Skills

Customer success

ROI mindset

Product training

De-escalation

Communication

Multi-tasking

Self-starter

Problem solving

Remote work

Organization

Project management

Customer focus

Phone-based interactions

Tools

Salesforce

Gainsight

Tableau

Job description

ServiceTitan in California seeks a Customer Success Manager to act as the primary contact for a portfolio of about 100 accounts, partnering with customers and internal teams to maximize value of the ServiceTitan platform and drive retention.

You will own relationships, deliver proactive engagement, identify expansion opportunities, provide product training, and help customers realize ROI while working with PST/MST hours in a remote-friendly, fast-paced environment.