Strategic Customer Success Manager, Exteriors

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. What you'll do: 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 evidence and business impact. Solution architecture Run technical discovery: map the customer's workflows, data, third-party systems, and pain points to ServiceTitan capabilities. Design and document solutions, including configuration, feature gates and settings, pricebook and estimate struct