Customer Success Engineer
About The Position
As a Customer Success Engineer, Strategic Accounts, you’ll drive the long-term success of ServiceTitan’s largest customers, including franchise systems and select multi-location enterprise organizations. You’ll build trusted partnerships with both business and technical stakeholders, applying deep product knowledge and technical problem-solving skills to improve adoption, optimize workflows, and help customers realize measurable value from the ServiceTitan platform. You’ll serve as a bridge between customers and ServiceTitan’s Product, Engineering, Support, and Customer Success teams. This includes translating complex business requirements into scalable technical solutions, advising customers on product configuration and integrations, and resolving issues that could affect their operational success. The ideal candidate learns complex software quickly, communicates technical concepts clearly to a range of audiences, and proactively manages multiple accounts and initiatives. You’re comfortable navigating ambiguity, investigating complex problems, and wearing multiple hats as customer and project needs evolve.
Requirements
- 5+ years of relevant experience in customer success engineering, technical account management, solutions consulting, implementation, enterprise SaaS, or a related customer-facing technical role.
- Demonstrated success managing multiple strategic accounts, technical projects, or complex customer initiatives.
- Strong technical aptitude and a proven ability to quickly learn complex software platforms, configurations, workflows, and integrations.
- Working knowledge of SaaS architecture, APIs, data integrations, and troubleshooting concepts; experience partnering with engineering teams is preferred.
- Ability to translate business needs into technical requirements and explain complex technical concepts clearly to both technical and non-technical audiences.
- Strong analytical skills, including the ability to interpret product usage data, identify trends, and turn insights into actionable recommendations.
- Exceptional account and project management skills, with close attention to detail and a disciplined approach to follow-through.
- A proactive mindset and the ability to anticipate roadblocks, risks, and dependencies before they affect customer outcomes.
- Creative problem-solving skills and a demonstrated ability to navigate ambiguity and resolve complex challenges.
- Strong written, verbal, and presentation skills, with the ability to collaborate effectively across Customer Success, Product, Engineering, and Support.
- A self-starter who thrives in a fast-paced, entrepreneurial environment and adapts effectively as priorities change.
Nice To Haves
- Experience partnering with engineering teams is preferred.
Responsibilities
- Develop trusted relationships with business and technical stakeholders across strategic accounts.
- Build a deep understanding of each customer’s business processes, technical environment, and strategic objectives.
- Advise customers on product configuration, workflows, integrations, and technical best practices.
- Lead technical discovery sessions and translate customer requirements into clear, scalable solution recommendations.
- Coach and train corporate teams, franchise owners, administrators, and end users on product capabilities and best practices.
- Serve as a subject matter expert on custom features, configurations, and technical solutions developed for strategic accounts.
- Partner with Product and Engineering to evaluate enhancement requests, clarify technical requirements, and communicate customer impact.
- Investigate complex product and workflow issues, collaborating with Support and Engineering to drive timely resolution.
- Act as a technical escalation point for high-impact customer support cases.
- Manage initiatives that increase product adoption, customer satisfaction, and advocacy.
- Analyze product usage and engagement data to identify trends, risks, and actionable opportunities; regularly report on relevant KPIs.
- Gather insights into how customers use ServiceTitan and identify the capabilities and services that provide the greatest—or least—business value.
- Develop and present strategic business reviews, technical recommendations, and success plans that reinforce the value of ServiceTitan.
- Maintain accurate account, contact, project, and technical-environment records to support reporting and cross-functional collaboration.
- Identify opportunities to improve the customer experience through enhancements to our products, technical solutions, and internal processes.
- Support the onboarding and implementation of new strategic accounts as needed, while primarily owning the long-term technical relationship.
Benefits
- Flexible time off
- Learning and development opportunities
- Comprehensive onboarding program
- Leadership training
- Bonusly
- Peer-nominated awards
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
- FSA and HSA
- 401k match
- Telehealth options including memberships to One Medical
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
