Strategic Customer Success Manager, Exteriors

ServiceTitan

. Own executive relationships, business reviews, and success plans for a portfolio of strategic accounts .

Posted 10/26/2026full-timeRemote • United StatesMid-LevelSenior💰 $104,500 - $167,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing executive relationships and driving customer success through strategic account management, technical problem-solving, and effective communication. Proficient in utilizing SQL and SaaS platforms to enhance customer adoption and retention while collaborating cross-functionally to deliver solutions.

Highest-signal resume keywords

Customer Success ManagementSQL Querying and Data InterpretationSaaS Platform KnowledgeExecutive-Level CommunicationCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem SolvingConfiguration ManagementData ModelingAPI IntegrationWorkflow DesignReportingRoot-Cause AnalysisTroubleshootingFeature Gate DesignEstimation Structures

Soft Skills

Executive Relationship ManagementStructured Working StyleCommunication SkillsEscalation ManagementIndependent Problem Solving

Tools & Technologies

ServiceTitanAI ToolsThird-Party IntegrationsScriptingAutomation Tools

Industry Keywords

Field ServiceHome ServicesConstructionRoofing and ExteriorsCustomer Feedback

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own executive relationships, business reviews, and success plans for a portfolio of strategic accounts
Lead customer escalations end to end, including triage, root-cause analysis, cross-team coordination, and communication through resolution
Monitor adoption and account health and create prioritized action plans
Forecast and protect renewals and identify expansion opportunities with Sales
Represent customer feedback internally with evidence and business impact
Map customer workflows, data, third-party systems, and pain points to ServiceTitan capabilities
Design and document configurations, feature gates, settings, pricebooks, estimate structures, workflows, reporting, and integrations
Troubleshoot complex issues hands-on by reproducing issues and inspecting configuration and data
Distinguish setup gaps from product defects
Partner with Implementation, Support, and Engineering to scope, validate, and ship fixes
Document product gaps for Product review
Build reusable SOPs, templates, best-practice configurations, and enablement content
Use SQL, reporting, and AI tooling to identify customer patterns and accelerate diagnosis
Drive customer adoption, retention, growth, technical resolution, scalability, and customer sentiment outcomes

Requirements

What you’ll need

5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role
Experience with strategic or enterprise accounts
Demonstrated ability to solve customer problems technically and independently design fixes
Working knowledge of SaaS platforms, including workflows, permissions, settings, data models, APIs, integrations, and reporting
Ability to query, filter, and interpret data using SQL or equivalent
Executive-level communication skills
Track record managing escalations and cross-functional work without direct authority
Structured, documented working style
Preferred: experience with field service, home services, construction, or roofing and exteriors workflows
Preferred: hands-on ServiceTitan experience, including configuration, pricebook, estimating, or integrations
Preferred: experience with third-party or supplier integrations, scripting or automation, or AI tools
Preferred: background in both a CSM and technical or architect role

Benefits

Comp & perks

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Programs and events
Bonusly rewards
Peer-nominated awards
Company-paid medical, dental, and vision insurance
100% employer-paid options and 90% dependent coverage
FSA and HSA
401k match
Telehealth options including One Medical memberships
Parental leave and support
Up to $20k in fertility services, including IUI and IVF
Surrogacy and adoption reimbursement
On-demand maternity support through Maven Maternity
Free breast milk shipping through Maven Milk
Pet insurance
Legal advisory services
Financial planning tools
Annual bonus
Equity
Holistic health and wellness benefits
Autonomous work support