Strategic Customer Success Manager, Exteriors

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage executive relationships, conduct business reviews, and develop success plans for a portfolio of strategic accounts.

• Oversee customer escalations from start to finish, including triage, root-cause analysis, cross-team coordination, and communication until resolution.

• Track adoption and account health, creating prioritized action plans as needed.

• Anticipate and secure renewals while identifying expansion opportunities in collaboration with Sales.

• Advocate for customer feedback internally, backed by evidence and business impact.

• Analyze customer workflows, data, third-party systems, and pain points in relation to ServiceTitan capabilities.

• Design and document configurations, feature gates, settings, pricebooks, estimate structures, workflows, reporting, and integrations.

• Address complex issues hands-on by replicating problems and examining configurations and data.

• Differentiate between setup gaps and product defects.

• Collaborate with Implementation, Support, and Engineering to scope, validate, and implement fixes.

• Document product gaps for review by the Product team.

• Create reusable SOPs, templates, best-practice configurations, and enablement materials.

• Utilize SQL, reporting, and AI tools to identify customer patterns and streamline diagnosis.

• Propel customer adoption, retention, growth, technical resolution, scalability, and overall customer sentiment outcomes.

⛳️ Requirements

• A minimum of 5 years in customer success, solutions architecture, implementation, professional services, or a related customer-facing technical role.

• Experience working with strategic or enterprise accounts.

• Proven capability to resolve customer issues technically and autonomously design solutions.

• Familiarity with SaaS platforms, encompassing workflows, permissions, settings, data models, APIs, integrations, and reporting.

• Proficient in querying, filtering, and interpreting data using SQL or similar tools.

• Exceptional executive-level communication skills.

• Demonstrated history of managing escalations and cross-functional initiatives without direct authority.

• Organized working style with thorough documentation.

• Preferred: experience in field service, home services, construction, or workflows related to roofing and exteriors.

• Preferred: hands-on experience with ServiceTitan, including configuration, pricebooks, estimating, or integrations.

• Preferred: familiarity with third-party or supplier integrations, scripting or automation, or AI tools.

• Preferred: background in both Customer Success Management and a technical or architect role.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-sponsored medical, dental, and vision insurance.

• 100% employer-paid options and 90% dependent coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401k matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support.

• Up to $20,000 in fertility services, including IUI and IVF.

• Reimbursement for surrogacy and adoption.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping via Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning resources.

• Annual bonus.

• Equity opportunities.

• Holistic health and wellness benefits.

• Support for autonomous work.