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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. In this role, you will drive customer retention and revenue growth by building strong relationships, understanding customer needs, and empowering them to achieve business outcomes with ServiceTitan's platform.
Key Responsibilities:
- Act as the preferred CSM for a designated portfolio of ~100 accounts, serving as the main point of contact for customers, executives, and internal partners
- Build and maintain long-term, senior-level relationships with account stakeholders, taking ownership of challenging situations and seeing them through to resolution
- Guide customers to maximize ROI through deep platform knowledge, resolve complex issues, and create comprehensive value plans demonstrating ServiceTitan's business impact
- Serve as the primary point of contact for customer inquiries and issues, coordinating with internal teams for timely resolutions
- Proactively reach out to customers via phone and written communication to understand goals, identify roadblocks, and ensure needs are met on a regular cadence
- Utilize customer success metrics and user engagement data to design targeted campaigns that proactively engage customers not utilizing key features
- Monitor account health, flag risk behaviors, and engage proactively to prevent escalations and churn
- Provide product training and guidance, driving customer engagement in webinars and community programs
- Identify opportunities to improve customer satisfaction and advocacy (NPS)
- Manage renewal discussions for both core and pro products to ensure retention and maximize upselling/cross-selling
- Gather and relay customer feedback to product and development teams
- Identify customer advocacy opportunities including success stories, referral programs, and community participation
Work Schedule: Monday-Friday, 4 PM - 1 AM Armenia Time (approximately 6 AM - 3 PM PST / 7 AM - 4 PM MST)
Requirements:
- 2+ years in customer-facing roles, customer success, account management, and/or sales experience
- Customer value, ROI, and business outcome-driven mindset
- Product training skills and ability to "re-sell" customers on ServiceTitan
- Strong de-escalation and problem-solving abilities
- Excellent written and verbal communication skills
- Proven ability to multitask and manage multiple projects with strong attention to detail
- Self-starter who thrives in entrepreneurial, fast-paced environments with demonstrated capacity to lead and work well with others
- Quick thinking, fast learning, and solution-oriented approach
- Ability to work effectively in a remote setting
- Highly organized and detail-oriented
- Empathetic with customer-focused approach
- Passion for phone-based customer interactions
Preferred Skills and Experience:
- Project management experience
- Sales background
- Data or business performance analytics
- Operational proficiency with Salesforce, Gainsight, and Tableau
- Deep knowledge of ServiceTitan workflows and best practices
- Ability to work PST/MST hours
