Ready to be a Titan?
At ServiceTitan, we help our customers achieve extraordinary outcomes — and as a Customer Success Manager on our CSM Team, you’ll be at the heart of that mission. You’ll serve as a trusted partner to a portfolio of customers, ensuring they achieve measurable ROI, feel deeply supported, and realize the full value of ServiceTitan in transforming their business operations.
This role is perfect for someone who is driven, curious, and passionate about helping others succeed. You thrive on solving problems, taking ownership, and collaborating across teams to deliver results that truly matter.
What you’ll do:
Own Customer Outcomes
Act as the dedicated CSM for ~75+ assigned accounts, serving as the primary point of contact and strategic business advisor.
Understand each customer’s business goals, challenges, and success metrics — and align ServiceTitan solutions to drive tangible ROI and business outcomes.
Build and maintain senior-level relationships to ensure customer confidence, long-term loyalty, and retention.
Deliver Value and ROI
Guide customers in maximizing their use of ServiceTitan by identifying high-impact opportunities to improve performance and efficiency.
Create and execute customer value plans that demonstrate measurable business impact and ROI to key stakeholders.
Proactively analyze account health, usage data, and engagement trends to identify risk and deliver tailored, timely interventions.
Engage and Empower Customers
Proactively reach out to customers through calls, emails, and digital campaigns to understand goals, remove barriers, and celebrate wins.
Provide hands-on product guidance, training, and best practices to help customers confidently adopt new features and workflows.
Inspire customer advocacy through exceptional experiences — increasing satisfaction, loyalty, and promoter activity (NPS, referrals, case studies).
Collaborate and Solve Problems
Partner cross-functionally with Support, Product, Onboarding, and Sales to ensure seamless customer experiences and rapid issue resolution.
Take ownership of escalations — approaching challenges with curiosity, empathy, and a solution-first mindset.
Gather and synthesize customer feedback to influence product enhancements and internal process improvements.
Stay Organized and Accountable
Maintain detailed account documentation, track progress toward goals, and ensure timely follow-ups.
Manage multiple priorities with precision and a proactive approach, ensuring no customer need or opportunity goes unnoticed.
What you’ll bring:
Proven experience in customer-facing roles such as Customer Success, Account Management, or Sales.
A passion for customer success — you genuinely care about helping others grow and thrive.
Curiosity and a learning mindset, always seeking to understand your customer’s business and uncover new ways to add value.
Strong ownership mentality — you take initiative, follow through, and make things happen.
Exceptional communication and relationship-building skills, with an ability to simplify complex concepts and inspire confidence.
Adept at problem-solving, conflict resolution, and driving alignment across cross-functional teams.
Highly organized, detail-oriented, and proactive, managing multiple accounts and projects effectively.
Comfort with data — able to interpret engagement and usage metrics to drive informed decisions.
A collaborative team player who contributes positively to a high-performance, customer-obsessed culture.
Preferred Skills and Experience
Experience in project management or business consulting.
Familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan.
Understanding of business performance analytics and operational workflows.
Ability to lead conversations that connect technology to measurable business results.
Why You’ll Love It Here
You’ll join a team that’s not just managing customers — we’re partnering with them to build their future. At ServiceTitan, you’ll have the autonomy to make an impact, the support to grow your career, and the opportunity to help thousands of businesses achieve extraordinary.
When you will work: Mon-Fri 5Pm - 2Am (Armenia)Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
Use of AI Technology:
We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
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. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.
Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. 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.
Top Skills
What We Do
ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses and aim to democratize the power of technology. The trades industry approaches $800B in North America alone and was significantly underserved by traditional software industry leaders prior to ServiceTitan’s entrance to the market. Today, ServiceTitan powers the businesses of more than 5,000 customers, is backed by the world’s leading venture capitalists, and continues to target triple-digit growth annually. ServiceTitan unlocks for small business, the tools and support that big business has enjoyed for decades; helping everyday entrepreneurs run and grow their businesses so they can build better lives for themselves and their families.
Why Work With Us
Not only do we change the lives of our customers, but we strive to create an environment full of opportunities that will change the lives of our employees. We are committed to giving extraordinary talent, extraordinary opportunity, and we prioritize investing in Titans, through a suite of benefits, learning and growth opportunities, and more.
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