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Salary: USD 104,500 - 167,600 / annual
ServiceTitan is seeking a Customer Success Engineer for Strategic Accounts to drive long-term success with the company's largest customers, including franchise systems and select multi-location enterprise organizations. You will build trusted partnerships with business and technical stakeholders, applying deep product knowledge and technical problem-solving to improve adoption, optimize workflows, and help customers realize measurable value from the ServiceTitan platform.
You will 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 on product configuration and integrations, and resolving issues that could affect operational success.
Key responsibilities include developing relationships with strategic account stakeholders; building deep understanding of customer business processes, technical environments, and objectives; advising on product configuration, workflows, integrations, and best practices; leading technical discovery sessions and translating requirements into solution recommendations; coaching and training corporate teams, franchise owners, administrators, and end users; serving as a subject matter expert on custom features and configurations; partnering with Product and Engineering on enhancement requests; investigating complex product and workflow issues; acting as technical escalation point for high-impact support cases; managing initiatives to increase adoption and satisfaction; analyzing product usage data to identify trends and opportunities; developing and presenting strategic business reviews and success plans; maintaining accurate account and technical records; identifying opportunities to improve customer experience; and supporting onboarding of new strategic accounts while owning long-term technical relationships.
Travel requirement: Less than 25% nationwide.
Qualifications:
- 5+ years of relevant experience in customer success engineering, technical account management, solutions consulting, implementation, enterprise SaaS, or related customer-facing technical role
- Demonstrated success managing multiple strategic accounts, technical projects, or complex customer initiatives
- Strong technical aptitude and 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 preferred
- Ability to translate business needs into technical requirements and explain complex technical concepts to both technical and non-technical audiences
- Strong analytical skills, including 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 disciplined follow-through
- Proactive mindset with ability to anticipate roadblocks, risks, and dependencies
- Creative problem-solving skills and ability to navigate ambiguity and resolve complex challenges
- Strong written, verbal, and presentation skills with ability to collaborate across Customer Success, Product, Engineering, and Support
- Self-starter who thrives in fast-paced, entrepreneurial environment and adapts effectively as priorities change
