Customer Success Manager
Core
Serve as the primary point of contact for a portfolio of ~100 accounts to drive retention, growth, and ROI for the ServiceTitan platform.
Role type
Senior Customer Success Manager (Account Management)
Builds
Customer success outcomes, retention, and revenue growth for ServiceTitan's field service management software.
Domain
SaaS / Field Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account ownership, relationship management, ROI demonstration, de-escalation, problem-solving, multi-tasking, project management, data analysis, product training, renewal negotiation, feedback collection.
Preferred skills
Sales experience, data analytics, Salesforce/Gainsight/Tableau proficiency, ServiceTitan workflows knowledge.
Technologies
ServiceTitan, Salesforce, Gainsight, Tableau
Responsibilities
Manage a portfolio of ~100 accounts as the preferred CSM; drive value and ROI through platform optimization; handle reactive inquiries and proactive engagement; mitigate churn risk and resolve escalations; conduct product training and webinars; gather feedback for product teams; manage renewals and up-selling opportunities.
Seniority
Mid-Senior, hands-on IC