Strategic Customer Success Manager, Exteriors

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $104.5k - $167.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Own executive relationships, business reviews, and success plans for a portfolio of strategic accounts • Lead customer escalations end to end, including triage, root-cause analysis, cross-team coordination, and communication through resolution • Monitor adoption and account health and create prioritized action plans • Forecast and protect renewals and identify expansion opportunities with Sales • Represent customer feedback internally with evidence and business impact • Map customer workflows, data, third-party systems, and pain points to ServiceTitan capabilities • Design and document configurations, feature gates, settings, pricebooks, estimate structures, workflows, reporting, and integrations • Troubleshoot complex issues hands-on by reproducing issues and inspecting configuration and data • Distinguish setup gaps from product defects • Partner with Implementation, Support, and Engineering to scope, validate, and ship fixes • Document product gaps for Product review • Build reusable SOPs, templates, best-practice configurations, and enablement content • Use SQL, reporting, and AI tooling to identify customer patterns and accelerate diagnosis • Drive customer adoption, retention, growth, technical resolution, scalability, and customer sentiment outcomes

🎯 Requirements

• 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role • Experience with strategic or enterprise accounts • Demonstrated ability to solve customer problems technically and independently design fixes • Working knowledge of SaaS platforms, including workflows, permissions, settings, data models, APIs, integrations, and reporting • Ability to query, filter, and interpret data using SQL or equivalent • Executive-level communication skills • Track record managing escalations and cross-functional work without direct authority • Structured, documented working style • Preferred: experience with field service, home services, construction, or roofing and exteriors workflows • Preferred: hands-on ServiceTitan experience, including configuration, pricebook, estimating, or integrations • Preferred: experience with third-party or supplier integrations, scripting or automation, or AI tools • Preferred: background in both a CSM and technical or architect role

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% dependent coverage • FSA and HSA • 401k match • Telehealth options including One Medical memberships • Parental leave and support • Up to $20k in fertility services, including IUI and IVF • Surrogacy and adoption reimbursement • On-demand maternity support through Maven Maternity • Free breast milk shipping through Maven Milk • Pet insurance • Legal advisory services • Financial planning tools • Annual bonus • Equity • Holistic health and wellness benefits • Autonomous work support