Customer Success Manager
About The Position
The Customer Success Manager serves as a trusted partner and strategic business advisor to a portfolio of approximately 75 or more ServiceTitan customers. The role focuses on helping customers achieve measurable return on investment, feel supported, and realize the value of ServiceTitan in improving their business operations. The CSM builds senior-level relationships, understands customer goals and success metrics, and aligns ServiceTitan solutions with tangible business outcomes. The position guides customers in using the product effectively, creates customer value plans, monitors account health and engagement, and provides timely interventions when risks arise. It also supports adoption through product guidance, training, and best practices, while helping build customer satisfaction, loyalty, and advocacy. The CSM collaborates with Support, Product, Onboarding, and Sales to resolve issues and improve the customer experience. The role requires ownership of escalations, synthesis of customer feedback, organized account documentation, and management of multiple priorities. Expected travel is up to 10% for client meetings, site visits, and team collaboration.
Requirements
- Proven experience in a customer-facing role such as Customer Success, Account Management, or Sales.
- Genuine interest in helping customers grow and succeed.
- Curiosity and a learning mindset, including a willingness to understand customers’ businesses and identify ways to add value.
- Strong ownership mentality, initiative, and follow-through.
- Exceptional communication and relationship-building skills, including the ability to simplify complex concepts and inspire confidence.
- Problem-solving and conflict-resolution abilities, with skill in driving alignment across cross-functional teams.
- Strong organization, attention to detail, and proactive management of multiple accounts and projects.
- Comfort interpreting engagement and usage metrics to inform decisions.
- Collaborative approach and ability to contribute to a high-performance, customer-focused culture.
Nice To Haves
- Experience in project management or business consulting.
- Familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan.
- Understanding of business performance analytics and operational workflows.
- Ability to lead conversations connecting technology to measurable business results.
Responsibilities
- Serve as the dedicated Customer Success Manager and primary contact for approximately 75 or more assigned accounts, acting as a strategic business advisor.
- Understand customers’ business goals, challenges, and success metrics, and align ServiceTitan solutions to achieve ROI and business outcomes.
- Build and maintain senior-level customer relationships to support confidence, loyalty, and retention.
- Help customers maximize ServiceTitan by identifying opportunities to improve performance and efficiency.
- Create and execute customer value plans that demonstrate measurable business impact and ROI to stakeholders.
- Analyze account health, product usage, and engagement trends to identify risks and provide tailored interventions.
- Contact customers through calls, emails, and digital campaigns to understand goals, remove barriers, and celebrate successes.
- Provide product guidance, training, and best practices to support adoption of features and workflows.
- Encourage customer advocacy by delivering strong experiences that increase satisfaction, loyalty, NPS, referrals, and case studies.
- Partner with Support, Product, Onboarding, and Sales to provide a seamless experience and resolve issues quickly.
- Own customer escalations and approach challenges with curiosity, empathy, and a solution-first mindset.
- Gather and synthesize customer feedback to inform product enhancements and process improvements.
- Maintain detailed account documentation, track progress toward goals, and complete timely follow-ups.
- Manage multiple priorities proactively and precisely so customer needs and opportunities are addressed.
- Travel up to 10% for client meetings, site visits, and team collaboration.
Benefits
- Flexible time off and flextime.
- Learning and development opportunities, comprehensive onboarding, leadership training, programs, and events.
- Recognition programs, including Bonusly and peer-nominated awards.
- Company-paid medical, dental, and vision insurance, with fully employer-paid options and 90% dependent coverage.
- Flexible Spending Account (FSA) and Health Savings Account (HSA).
- 401(k) match.
- Telehealth options, including One Medical memberships.
- Parental leave and support.
- Up to $20,000 in fertility services, including 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.
- Equity and a variable commission plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
