Customer Success Manager

About the role

As a Customer Success Manager on the CSM Team, you will be the primary point of contact for a portfolio of about 100 ServiceTitan customers, helping them achieve business results with the platform. You will combine proactive outreach, data‑driven insights and strong relationship management to drive retention, growth and customer advocacy.

Key responsibilities

• Own a designated set of accounts, serving as the preferred CSM and main liaison for customers and internal teams.
• Drive value and ROI by guiding customers through the ServiceTitan platform, creating value plans and showcasing outcomes.
• Conduct reactive and proactive engagement, including phone calls, written communication, digital success campaigns and remote workshops.
• Analyze usage data to identify adoption gaps, design targeted interventions and mitigate churn risk.
• Facilitate resolutions, provide product training, and collect feedback for product improvement.
• Monitor gross revenue retention, lead renewal discussions and identify upsell/cross‑sell opportunities.

Required profile

• 2+ years in customer‑facing roles such as customer success, account management or sales.
• Strong problem‑solving, de‑escalation and communication skills.
• Self‑starter who thrives in a fast‑paced, remote environment.
• Detail‑oriented with proven ability to manage multiple projects simultaneously.

Required skills

• Experience with Salesforce, Gainsight and Tableau.
• Proficiency in ServiceTitan workflows and best practices.
• Data or business performance analytics.

What we offer

• Flexible working hours (Mon‑Fri 4 PM‑1 AM Armenia time) and remote work options.
• Comprehensive onboarding, leadership training and continuous learning opportunities.
• Company‑paid medical, dental and vision benefits from day 1, plus wellness programs.
• Parental leave, financial planning tools and employee assistance services.
• Recognition programs, bonuses and peer‑nominated awards.