Our all-in-one software is built for home and commercial contractors to keep all their service visits and construction projects running smoothly. Backed by Battery, Bessemer and Index.
About the role
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. This role requires travel for approximately 35% of the year, primarily to customer sites Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
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.
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...
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