Strategic CSM & Solutions Architect

ServiceTitan; Sacramento (CA); On-site; USD 112,000 - 168,000; Full time

Benefits offered by this job

Flextime

Learning and development opportunities

Company-paid medical, dental, vision

Job summary

ServiceTitan is seeking a Strategic Customer Success Manager to own executive relationships and the adoption plan for a portfolio of strategic accounts. You will diagnose customer business processes, design solutions, and coordinate cross-functionally to drive adoption and outcomes.

In this role, you’ll lead escalations end-to-end, monitor health metrics, and collaborate with Implementation, Support, Product, and Engineering to ship fixes. Strong SaaS and data skills are required.

Qualifications

• 5+ years in customer success, solutions architecture, or similar customer-facing technical roles with strategic accounts.
• Ability to diagnose complex problems technically and design fixes in configuration, data, or integrations.
• Experience with SaaS platforms, data models, APIs, and reporting.

Responsibilities

• Own executive relationships, business reviews, and success plans for strategic accounts.
• Lead end-to-end escalations with cross-team coordination and clear communication.
• Monitor adoption/health and turn gaps into prioritized action plans.
• Forecast and protect renewals; identify expansion opportunities with Sales.
• Represent customer needs to product, engineering, and support; document solutions.

Skills

Executive relationship management

SQL querying

Problem solving

Cross-functional collaboration

Executive communication

SaaS knowledge

Tools

AI tooling

Job description

ServiceTitan is seeking a Strategic Customer Success Manager to own executive relationships and the adoption plan for a portfolio of strategic accounts. You will diagnose customer business processes, design solutions, and coordinate cross-functionally to drive adoption and outcomes.

In this role, you’ll lead escalations end-to-end, monitor health metrics, and collaborate with Implementation, Support, Product, and Engineering to ship fixes. Strong SaaS and data skills are required.