Customer Success Manager

ServiceTitan•US CA Remote, CA

28d•$71,800 - $115,300•Remote

About The Position

As a CSM Team Customer Success Manager, you will build strong customer relationships, understand customer needs, and help customers use ServiceTitan to achieve business goals. You will serve as the preferred CSM and primary contact for an assigned portfolio of approximately 100 accounts, partnering with customers to optimize platform use, improve business outcomes, and support revenue retention and growth. Engagement includes reactive support and proactive outreach using phone calls, written communication, digital campaigns, and remote workshops. You will guide customers in realizing value and ROI, provide training, coordinate resolutions with internal teams, monitor account health and usage, support renewals, and identify opportunities for expansion and customer advocacy. The role also involves organizing account work, documenting interactions, and sharing customer feedback with product and development teams. The position is suited to someone who is customer-focused, organized, and effective in a fast-paced, autonomous, remote setting. The role is eligible for a variable commission plan and equity. U.S. base salary ranges are $76,900–$115,300 in Zone 1 (CA, CT, DC, MD, MA, NJ, NY, VA, and WA) and $71,800–$107,800 in Zone 2 (all other U.S. locations). International compensation varies by location and will be discussed during the hiring process.

Requirements

At least 2 years of experience in customer-facing roles, customer success/account management, and/or sales experience preferred.
Customer value, ROI, and business-outcome-driven mindset.
Skills in product training and comfort re-selling customers on ServiceTitan.
Strong de-escalation and problem-solving skills.
Highly skilled written and verbal communication.
Ability to multitask and manage multiple projects with strong attention to detail.
Self-starter who can thrive in a fast-paced, entrepreneurial environment and lead, motivate, and work well with others.
Quick-thinking, fast-learning, solution-oriented approach, with the ability to think creatively and see issues through to resolution.
Ability to work effectively in a remote setting.
Strong organization, detail orientation, and time-management skills.
Empathetic, customer-focused approach.
Passion for phone-based customer interactions.

Nice To Haves

Project management skills and experience.
Sales experience.
Data or business performance analytics experience.
Operational experience with Salesforce, Gainsight, and Tableau.
High proficiency in ServiceTitan workflows and best practices.
Ability to work PST/MST hours.

Responsibilities

Serve as the preferred CSM and main point of contact for approximately 100 assigned accounts, coordinating with customers, executives, and internal partners.
Build and maintain long-term, senior-level customer relationships; manage challenging situations through resolution.
Help customers maximize business results and ROI through knowledge of the ServiceTitan platform and customer-facing value plans.
Respond to customer inquiries and issues, partnering with internal teams to secure timely resolutions.
Proactively contact customers, understand their goals and roadblocks, and maintain a regular engagement cadence.
Use customer success and user engagement data to track outcomes and target outreach to customers who are not using important product features.
Monitor account health and risk behaviors, address potential escalations and churn risks, and strengthen customer loyalty.
Identify customer pain points and coordinate effective solutions across teams.
Train and guide customers in using the software and encourage participation in webinars, Ember, Spark, or the community.
Improve customer satisfaction and advocacy, including NPS, through better product experiences and internal processes.
Manage complex customer issues and account work, ensuring organization, timely follow-ups, and documentation.
Monitor customer usage and participate in renewal discussions for core and pro products; support retention and identify upselling and cross-selling opportunities.
Gather customer feedback and relay it to product and development teams.
Identify customer advocacy opportunities, including success stories, the Torch Network, and referrals.

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 coverage, including 100% employer-paid options and 90% dependent coverage.
FSA and HSA.
401(k) match.
Telehealth options, including One Medical memberships.
Parental leave and support.
Up to $20,000 in fertility services, 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.
Variable commission plan and equity.