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ServiceTitan is seeking a Customer Success Manager to serve as the primary point of contact for approximately 100 assigned customer accounts. You will own the customer relationship lifecycle, acting as the preferred CSM and main escalation point for your portfolio.
Key responsibilities include: managing account health and retention by proactively engaging customers to understand their goals and roadblocks; driving customer value realization through product training, ROI demonstrations, and comprehensive value planning; monitoring usage data and engagement metrics to identify at-risk accounts and design targeted success campaigns; facilitating resolutions to complex customer issues by coordinating with internal cross-functional teams; managing renewal discussions for both core and pro products to maximize retention and upsell opportunities; gathering and relaying customer feedback to product teams; and identifying advocacy opportunities such as case studies, referrals, and community participation.
You will balance reactive support (responding to customer inquiries and escalations) with proactive engagement (regular outreach via phone and written communication, digital success campaigns, remote workshops). Success is measured by customer retention, gross revenue retention, NPS improvement, and account growth.
Required qualifications: 2+ years in customer-facing roles, customer success, or account management; strong written and verbal communication skills; ability to multi-task and manage complex projects; self-starter mentality suited to fast-paced, entrepreneurial environments; excellent de-escalation and problem-solving abilities; and comfort working independently in a remote setting. Experience with product training, project management, and a business outcome-driven mindset are valued.
