Customer Success Manager

Ready to be a Titan? As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with Service Titan as the ultimate tool to achieve the extraordinary in their business. You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of Service Titan to drive business results.

In doing so you will be a key driver ensuring retention and growth of Service Titan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with Service Titan. As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like:
What’s the most valuable transformation I can offer my customer? What’s the fastest way I can deliver that value to them? How can my communication make their life easier? How can I build a long‑term relationship with them and truly make them feel at home with the Service Titan family? What you'll do:

• Account Ownership:
  Act as a "preferred CSM" to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts.
• Relationship Management: commit to exceeding customer expectations, maintain long‑term, senior‑level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution.
• Drive Value and ROI: guide customers to maximize their business through an intimate understanding of the Service Titan platform, with the ability to resolve complex issues and create comprehensive, customer‑facing value plans to demonstrate ROI of Service Titan to key stakeholders.
• Reactive Engagement: act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions.
• Proactive Engagement: proactively reach out to customers through phone calls and written communication to understand their goals, roadblocks, and ensure their needs are met.
• Utilize data to track customer success metrics and design targeted campaigns that proactively engage with customers who are not utilizing key features of Service Titan vital to achieving their desired outcomes.
• Mitigate Escalations and Churn Risk: monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise, turning them into an opportunity for positive outcomes and increased customer loyalty.
• Facilitate Resolutions: approach all customer interactions with a positive, can‑do attitude, identify customer pain points, and work with cross‑functional teams to provide effective solutions.
• Provide Product Training: provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community.
• Create Promoters: seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve customers’ experience.
• Project Management: break down complex issues and stay highly organized in managing customer accounts, ensure timely follow‑ups, and document interactions.
• Gross Revenue Retention: monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long‑term satisfaction, account retention, and maximize up‑selling and cross‑selling opportunities.
• Feedback Collection: gather and relay customer feedback to the product and development teams for continuous improvement.
• Customer Loyalty: identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.

• 2+ years in customer‑facing roles, customer success/account management, and/or sales experience preferred.
• Customer value, ROI, and business outcome‑driven…