Ready to be a Titan?
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.
What you'll do:
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
- 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.
What you'll bring:
- 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 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.
How success is measured
Customer outcomes
Adoption of targeted features and progress against each account's success plan
Retention and growth
Gross and net revenue retention for the portfolio; expansion pipeline sourced
Technical resolution
Time to root cause on escalations; share of issues resolved without a handoff
Scalability
Reusable solutions, SOPs, and templates adopted by the wider team
Customer sentiment
Executive sponsor engagement and satisfaction trend
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 (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.
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.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $111,800 USD - $167,600 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $104,500 USD - $156,700 USD Applicable for: All other US locations. 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.Skills Required
- 5+ years of experience in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role
- Experience working with strategic or enterprise accounts
- Demonstrated ability to diagnose technical customer problems and design fixes involving configuration, data, or integrations
- Working knowledge of SaaS platforms, including workflows, permissions, settings, data models, APIs, integrations, and reporting
- Ability to query, filter, and interpret data using SQL or an equivalent tool
- Executive-level communication skills for explaining technical solutions to business leaders and business goals to engineers
- Experience managing escalations and cross-functional work without direct authority
- Structured and documented working style, including solution designs, action plans, and handoffs
- Experience with field service, home services, construction, or roofing and exteriors workflows
- Hands-on ServiceTitan experience, including configuration, pricebook, estimating, or integrations
- Experience with third-party or supplier integrations, scripting, automation, or AI tools
- Background in both customer success and a technical or architect role
ServiceTitan Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ServiceTitan and has not been reviewed or approved by ServiceTitan.
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Healthcare Strength — Healthcare coverage is positioned as a major strength, with multiple plan features emphasizing broad medical, dental, and vision support plus telehealth-style access. Additional elements like HSA/FSA options and employer contributions reinforce perceived value beyond base pay.
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Parental & Family Support — Parental leave and family-forming support appear notably robust, with repeated references to paid leave and meaningful adoption/fertility assistance. The package is described as supportive across different family paths, though specifics can vary by plan and location.
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Fair & Transparent Compensation — Compensation is portrayed as generally competitive in several functions, particularly in engineering and experienced roles, contributing to an overall sense of being paid fairly. Equity and bonus components are also described as meaningful parts of total rewards for many roles.
ServiceTitan Insights
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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