Strategic CSM & Solutions Architect

ServiceTitan; California; On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Flexible time off

Medical, dental & vision

Job summary

ServiceTitan is seeking a Strategic Customer Success Manager to own executive relationships and drive adoption across a portfolio of strategic accounts. You will map customer workflows, design solutions, and coordinate with Implementation, Support, Product, and Engineering to deliver measurable outcomes.

You will diagnose business processes inside ServiceTitan, craft adoption plans, and guide data-driven improvements using SQL and analytics tools.

Qualifications

• 5+ years in customer success, solutions architecture, implementation, or similar customer-facing technical role with strategic or enterprise accounts.
• Demonstrated ability to solve customer problems technically by diagnosing configuration, data, or integrations and designing fixes.
• Working knowledge of SaaS platforms: workflows, permissions/settings, data models, APIs and integrations, and reporting.
• Executive-level communication: explain technical solutions to business owners and align engineers with business goals.

Responsibilities

• Own the executive relationship, business reviews, and success plan for a portfolio of strategic accounts.
• Lead end-to-end escalations: triage, root cause, cross-team coordination, and customer communication until resolved.
• Represent the customer inside ServiceTitan, provide product feedback with business impact.
• Run technical discovery: map workflows, data, third-party systems, and pain points to ServiceTitan capabilities.

Skills

Executive relationship

SaaS platforms

SQL queries

Data analysis

Cross-functional leadership

AI tooling

Tools

APIs

Job description

ServiceTitan is seeking a Strategic Customer Success Manager to own executive relationships and drive adoption across a portfolio of strategic accounts. You will map customer workflows, design solutions, and coordinate with Implementation, Support, Product, and Engineering to deliver measurable outcomes.

You will diagnose business processes inside ServiceTitan, craft adoption plans, and guide data-driven improvements using SQL and analytics tools.