Strategic Customer Success Manager, Exteriors

ServiceTitan; California; Sur place; USD 120 000 - 190 000; Plein temps

Avantages offerts par ce poste

Flexible time off

Medical, dental & vision

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Executive relationship

SaaS platforms

SQL queries

Data analysis

Cross-functional leadership

AI tooling

Outils

APIs

Description du poste

The Strategic Customer Success Manager owns the customer relationship and the technical solution in one seat. Our strategic customers need a CSM who can diagnose how their business runs inside ServiceTitan, design the fix, and drive it to adoption, not hand the technical work to another team.

You will own a portfolio of strategic accounts. For each, you hold the executive relationship, the adoption and outcomes plan, and the solution design: configuration, workflows, integrations, and data. You work closely with Implementation, Support, Product, and Engineering, and you are the person who finds the answer when an account is stuck.

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.
• Represent the customer inside ServiceTitan, bringing product feedback with evidence and business impact.
• Run technical discovery: map the customer's workflows, data, third-party systems, and pain points to ServiceTitan capabilities.
• Design and document solutions, including configuration, feature gates and settings, pricebook and estimate structures, workflows, reporting, and supplier or third-party integrations.
• Troubleshoot complex issues hands-on: reproduce, inspect configuration and data, and distinguish a setup gap from a product defect.
• Partner with Implementation, Support, and Engineering to scope, validate, and ship fixes, and write the case when a gap needs Product’s attention.
• 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.

5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, with strategic or enterprise accounts.

• ~ Demonstrated ability to solve customer problems technically: you can show a time you found the root cause in configuration, data, or an integration and designed the fix yourself.
• ~ 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.

Experience

• Experience with field service, home services, construction, or roofing and exteriors workflows.
• Hands-on ServiceTitan experience, such as configuration, pricebook, estimating, or integrations.
• Experience with third-party or supplier integrations, scripting or automation, or building with AI tools.
• Background in both a CSM and a technical or architect role.

Customer outcomes

Adoption of targeted features and progress against each account's success plan

Gross and net revenue retention for the portfolio; expansion pipeline sourced

Customer sentiment

We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. Here’s how we’ll support you in doing some of the most impactful work of your career:

Benefits and perks

• Flextime, recognition, and support for autonomous work : Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

We comply with all applicable minimum wage laws. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.