Customer Success Manager
Core
Serve as the preferred Customer Success Manager for a designated list of customers, acting as the main point of contact to drive retention, growth, and business results through ServiceTitan.
Role type
Senior IC Customer Success Manager
Builds
Customer success, retention, and revenue growth for ServiceTitan accounts
Domain
SaaS / Field Service Management
Required skills
Account ownership, relationship management, ROI analysis, de-escalation, problem-solving, written and verbal communication, project management, data analysis, product training, renewal negotiation
Preferred skills
Sales experience, data analytics, Salesforce/Gainsight/Tableau proficiency, ServiceTitan workflows
Technologies
ServiceTitan, Salesforce, Gainsight, Tableau
Responsibilities
Manage ~100 assigned accounts as the primary contact; drive value and ROI through platform optimization; handle reactive inquiries and proactive engagement; mitigate churn risk and resolve escalations; provide product training and facilitate resolutions; monitor usage data for targeted campaigns; lead renewal discussions and up-selling; gather feedback for product teams; foster customer advocacy.
Seniority
Mid-level, hands-on IC