Strategic Customer Success Manager, Exteriors

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 Service Titan, 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.

• 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 Service Titan, bringing product feedback with evidence and business impact.

• Run technical discovery: map the customer's workflows, data, third‑party systems, and pain points to Service Titan 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.

• 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 Service Titan 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.

• 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…