Strategic Customer Success Manager, Exteriors at ServiceTitan

Job description

Ready to be a Titan? The Strategic Customer Success Manager owns the customer relationship and the technical solution in one seat. Our strategic customers need a CSM who can diagnose how their business runs inside ServiceTitan, design the fix, and drive it to adoption, not hand the technical work to another team. You will own a portfolio of strategic accounts. For each, you hold the executive relationship, the adoption and outcomes plan, and the solution design: configuration, workflows, integrations, and data. You work closely with Implementation, Support, Product, and Engineering, and you are the person who finds the answer when an account is stuck. What you'll do: Strategic customer success Own the executive relationship, business reviews, and success plan for a portfolio of strategic accounts, tied to measurable outcomes. Lead escalations end to end: triage, root cause, cross-team coordination, and clear customer communication until resolved. Monitor adoption and health, and turn gaps into prioritized, owned action plans. Forecast and protect renewals; identify and develop expansion opportunities with Sales. Represent the customer inside ServiceTitan, bringing product feedback with evidence and business impact. Solution architecture Run technical discovery: map the customer's workflows, data, third-party systems, and pain points to ServiceTitan capabilities. Design and document solutions, including configuration, feature gates and settings, pricebook and estimate structures, workflows, reporting, and supplier or third-party integrations. Troubleshoot complex issues hands-on: reproduce, inspect configuration and data, and distinguish a setup gap from a product defect. Partner with Implementation, Support, and Engineering to scope, validate, and ship fixes, and write the case when a gap needs Product's attention. Build reusable assets (SOPs, templates, best-practice configurations, enablement content) so solutions scale across accounts. Use SQL, reporting, and AI tooling to find patterns across customers and speed up diagnosis. What you'll bring: 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, with strategic or enterprise accounts. Demonstrated ability to solve customer problems technically: you can show a time you found the root cause in configuration, data, or an integration and designed the fix yourself. Working knowledge of SaaS platforms: workflows, permissions and settings, data models, APIs and integrations, and reporting. Comfort with data: able to query, filter, and interpret data (SQL or equivalent) to support a diagnosis or a business case. Executive-level communication: you can explain a technical solution to a business owner and a business goal to an engineer. Track record managing escalations and cross-functional work without direct authority. Structured, documented working style: clear solution designs, action plans, and handoffs. Preferred qualifications and success measures Experience with field service, home services, construction, or roofing and exteriors workflows. Hands-on ServiceTitan experience, such as configuration, pricebook, estimating, or integrations. Experience with third-party or supplier integrations, scripting or automation, or building with AI tools. Background in both a CSM and a technical or architect role. How success is measured Customer outcomes Adoption of targeted features and progress against each account's success plan Retention and growth Gross and net revenue retention for the portfolio; expansion pipeline sourced Technical resolution Time to root cause on escalations; share of issues resolved without a handoff Scalability Reusable solutions, SOPs, and templates adopted by the wider team Customer sentiment Executive sponsor engagement and satisfaction trend Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the persp