Strategic Customer Success Manager, Exteriors
About The Position
The Strategic Customer Success Manager owns strategic customer relationships and technical solutions, combining executive relationship management with hands-on solution design and troubleshooting. The role manages a portfolio of strategic accounts and is accountable for success plans, adoption, customer outcomes, and solution design across configuration, workflows, integrations, and data. It works closely with Implementation, Support, Product, and Engineering to resolve customer issues and drive solutions through to adoption. The position covers technical discovery and architecture, including mapping customer workflows, data, third-party systems, and pain points to ServiceTitan capabilities. It designs and documents configurations, feature settings, pricebook and estimate structures, workflows, reporting, and integrations; investigates complex issues; and collaborates across teams to validate and deliver fixes. The role also builds reusable enablement assets and uses SQL, reporting, and AI tools to find patterns and improve diagnosis. Success is measured through customer outcomes and feature adoption, retention and growth, time to root cause and resolution without handoff, reuse of scalable solutions, and executive engagement and satisfaction. The role is part of ServiceTitan and includes a base salary range that varies by U.S. location, an annual bonus, equity, and benefits.
Requirements
- At least 5 years of experience in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, including work with strategic or enterprise accounts.
- Demonstrated ability to independently identify the technical root cause of a customer problem in configuration, data, or an integration and design a fix.
- Working knowledge of SaaS platforms, including workflows, permissions and settings, data models, APIs and integrations, and reporting.
- Ability to query, filter, and interpret data using SQL or an equivalent tool to support diagnosis or a business case.
- Executive-level communication skills, including explaining technical solutions to business owners and business goals to engineers.
- Track record managing escalations and cross-functional work without direct authority.
- Structured, documented working style, including clear solution designs, action plans, and handoffs.
Nice To Haves
- Experience with field service, home services, construction, or roofing and exteriors workflows.
- Hands-on ServiceTitan 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 customer success manager and a technical or architect role.
Responsibilities
- Own executive relationships, business reviews, and outcome-based success plans for a portfolio of strategic accounts.
- Lead escalations end to end, including triage, root-cause analysis, cross-team coordination, and customer communications through resolution.
- Monitor customer adoption and account health and convert gaps into prioritized, owned action plans.
- Forecast and protect renewals and identify expansion opportunities in partnership with Sales.
- Represent customer needs internally with product feedback supported by evidence and business impact.
- Conduct technical discovery by mapping customer workflows, data, third-party systems, and pain points to ServiceTitan capabilities.
- Design and document solutions involving configuration, feature gates and settings, pricebook and estimate structures, workflows, reporting, and supplier or third-party integrations.
- Troubleshoot complex issues hands-on by reproducing problems, inspecting configuration and data, and distinguishing setup gaps from product defects.
- Partner with Implementation, Support, and Engineering to scope, validate, and deliver fixes, and document product gaps for Product.
- Build reusable SOPs, templates, best-practice configurations, and enablement content.
- Use SQL, reporting, and AI tooling to identify patterns across customers and speed up diagnosis.
Benefits
- Flexible time off.
- Learning and development opportunities, comprehensive onboarding, leadership training, and programs and events.
- Recognition programs, including Bonusly and peer-nominated awards.
- Company-paid medical, dental, and vision insurance, including 100% 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, surrogacy, and adoption reimbursement.
- On-demand maternity support through Maven Maternity and breast milk shipping through Maven Milk.
- Pet insurance.
- Legal advisory services and financial planning tools.
- Annual bonus and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
