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Customer Success Manager

June 9, 2026

Ready to be a Titan? As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business.You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of ServiceTitan to drive business results. In doing so you will be a key driver ensuring retention and growth of ServiceTitan’s revenue. You will interact with these customers both as their success point of contact and by leveraging tools to consistently engage in proactive touchpoints to continue pacing their journey with ServiceTitan. As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like:<ul><li>What’s the most valuable transformation I can offer my customer?</li><li>What’s the fastest way I can deliver that value to them?</li><li>How can my communication make their life easier?</li><li>How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family?</li></ul> What you'll do:<ul><li>Account Ownership: Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts</li><li>Relationship Management: commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution</li><li>Drive Value and ROI: guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders</li><li>Reactive Engagement: act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions</li><li>Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met Utilize reactive and proactive outreach in addition to developing strategies to work with and speak to all customers in your care on a regular cadence</li><li>Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes (digital success campaigns, remote workshops, proactive customer calls, etc.)</li><li>Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise, turning them into an opportunity for positive outcomes and increased customer loyalty</li><li>Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions,</li><li>Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community</li><li>Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience, both in the use of our product and through improved internal processes</li><li>Project Management: break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions</li><li>Gross Revenue Retention: Monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long-term satisfaction, and account retention and maximize up-selling and cross-selling opportunities</li><li>Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement.</li><li>Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.</li></ul> What you'll bring: <ul><li>2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred</li><li>A customer value, ROI, and business outcome-driven mindset</li><li>Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan</li><li>Strong de-escalation and problem-solving skills.</li><li>Highly skilled in written and verbal communication</li><li>Proven ability to multi-task and manage multiple projects at a time with strong attention to detail</li><li>Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others</li><li>Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution</li><li>Self-motivated and able to work effectively in a remote setting</li><li>Highly organized and detail-oriented</li><li>Project management skills and experience are a plus.</li><li>Exceptional organizational and time management skills</li><li>Empathetic with a customer-focused approach</li><li>Passion for phone-based customer interactions</li></ul> Preferred Skills and Experience<ul><li>Project management</li><li>Sales</li><li>Data or Business performance analytics</li><li>Operational use of SalesForce, Gainsight, and Tableau</li><li>Highly proficient in ServiceTitan workflows and best practices</li><li>Able to work PST/MST hours</li></ul>When you will work: Mon-Fri 4Pm - 1Am (Armenia) <h2>Be Human With Us:</h2>Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. Use of AI Technology:We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:<ul><li>Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.</li><li>Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.</li><li>Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.</li></ul>At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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