Customer Success Manager

About the role

As a Customer Success Manager on the CSM Team, you will be the preferred point of contact for a portfolio of about 100 ServiceTitan customers, helping them achieve business results through the platform.

Key responsibilities

• Own a set of ~100 accounts, acting as the main liaison between customers, internal teams and executives.
• Drive value and ROI by guiding customers to maximize their use of ServiceTitan and creating value plans.
• Engage proactively and reactively through calls, emails and data‑driven campaigns to address goals, roadblocks and adoption.
• Monitor account health, mitigate churn risk and resolve escalations in partnership with cross‑functional teams.
• Provide product training, webinars and community engagement to increase feature utilization.
• Collect feedback and support renewal, upsell and cross‑sell discussions to improve gross revenue retention.

Required profile

• 2+ years in customer‑facing roles such as customer success, account management or sales.
• Strong problem‑solving, de‑escalation and communication skills with a customer‑focused mindset.
• Self‑starter who thrives in a fast‑paced, remote environment and can manage multiple projects.
• Detail‑oriented, organized and able to work PST/MST hours.

Required skills

• ServiceTitan workflows and best practices.
• Salesforce, Gainsight and Tableau for data analysis and account management.

What we offer

• Flexible time off, learning and development programs, leadership training and Bonusly peer awards.
• Company‑paid medical, dental and vision coverage for employees and dependents from day 1, plus wellness benefits.
• Parental leave, financial planning tools and Employee Assistance Program.