Strategic CSM & Solutions Architect

ServiceTitan; United States; Remote; USD 112,000 - 168,000; Full time

Benefits offered by this job

Flexible time off

Onboarding program

Leadership training

Medical, dental, vision benefits

Fertility & parental support

Job summary

ServiceTitan is seeking a Strategic Customer Success Manager to own executive relationships, adoption plans, and solution design for a portfolio of strategic accounts. You will work with Implementation, Support, Product, and Engineering to diagnose business needs, map workflows, and drive it to adoption with measurable outcomes.

You will lead escalations, monitor health, forecast renewals, and identify expansion opportunities, using SQL and reporting to speed diagnosis.

Qualifications

• 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, with strategic or enterprise accounts.
• Working knowledge of SaaS platforms: workflows, permissions and settings, data models, APIs and integrations, and reporting.
• Comfort with data: able to query, filter, and interpret data (SQL or equivalent) to support a diagnosis or a business case.
• Executive-level communication: you can explain a technical solution to a business owner and a business goal to an engineer.
• Track record managing escalations and cross-functional work without direct authority.
• Structured, documented working style: clear solution designs, action plans, and handoffs.

Responsibilities

• Strategic customer success: Own the executive relationship, business reviews, and success plan for a portfolio of strategic accounts, tied to measurable outcomes.
• Lead escalations end to end: triage, root cause, cross-team coordination, and clear customer communication until resolved.
• Monitor adoption and health, and turn gaps into prioritized, owned action plans.
• Forecast and protect renewals; identify and develop expansion opportunities with Sales.
• Represent the customer inside ServiceTitan, bringing product feedback with evidence and business impact.
• Solution architecture: Map workflows, data, third-party systems, and pain points to ServiceTitan capabilities; design and document solutions.
• Troubleshoot complex issues hands-on: reproduce, inspect configuration and data, and distinguish a setup gap from a product defect.
• Build reusable assets (SOPs, templates, best-practice configurations, enablement content) so solutions scale across accounts.
• Use SQL, reporting, and AI tooling to find patterns across customers and speed up diagnosis.

Skills

CSM experience

Solutions architecture

Enterprise accounts

SaaS platforms

SQL/Data analysis

Executive communication

Job description

ServiceTitan is seeking a Strategic Customer Success Manager to own executive relationships, adoption plans, and solution design for a portfolio of strategic accounts. You will work with Implementation, Support, Product, and Engineering to diagnose business needs, map workflows, and drive it to adoption with measurable outcomes.

You will lead escalations, monitor health, forecast renewals, and identify expansion opportunities, using SQL and reporting to speed diagnosis.