Customer Success Manager
Core
Account ownership and relationship management for ~100 service provider accounts to drive retention, growth, and ROI of the ServiceTitan platform.
Role type
Senior Customer Success Manager (Account Management)
Builds
Customer success outcomes, retention, and revenue growth for the ServiceTitan SaaS platform.
Domain
SaaS / Field Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Account ownership, relationship management, de-escalation, problem-solving, product training, data analysis, project management, gross revenue retention, feedback collection, customer advocacy.
Preferred skills
Sales experience, data analytics, Salesforce/Gainsight/Tableau proficiency, ServiceTitan workflows.
Technologies
ServiceTitan, Salesforce, Gainsight, Tableau
Responsibilities
Serve as primary point of contact for assigned accounts; manage complex customer situations and escalations; guide customers to maximize business value and ROI; conduct proactive outreach and data-driven engagement campaigns; monitor account health to mitigate churn; facilitate resolutions with cross-functional teams; provide product training and enablement; drive renewals and up-selling opportunities; gather and relay customer feedback to product teams.
Seniority
Mid-level, hands-on IC
