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ServiceTitan is seeking a Strategic Customer Success Manager for its Exteriors vertical to manage long-term success of the company's largest customers—franchise systems and select multi-location enterprise accounts. You'll develop deep partnerships with corporate contacts, provide coaching and training on product best practices to corporate staff, franchise owners, and end-users, and collaborate with product managers on enhancement requests. You'll act as a subject matter expert on custom features, manage initiatives to drive adoption and evangelism, analyze engagement data and KPIs, and serve as an escalation point for support issues. The role requires identifying actionable insights from customer usage patterns, gathering intelligence on feature value, and proactively identifying improvements to both product and processes.
You'll bring 5+ years of account and project management experience with a proven track record in a fast-paced, entrepreneurial environment. You're a self-starter comfortable multitasking, managing multiple moving pieces, and paying strict attention to detail. You have exceptional communication and organizational skills, think several steps ahead of clients to address roadblocks proactively, and solve problems creatively. Familiarity with SaaS business models and agile methodologies is a plus. The role involves up to 30% travel. ServiceTitan offers flexible time off, comprehensive onboarding, leadership training, company-paid medical/dental/vision, 401k match, parental leave, fertility/adoption reimbursement, and other life-stage support benefits.
