Ready to be a Titan? At ServiceTitan, we help our customers achieve extraordinary outcomes — and as a Customer Success Manager on our CSM Team, you’ll be at the heart of that mission. You’ll serve as a trusted partner to a portfolio of customers, ensuring they achieve measurable ROI, feel deeply supported, and realize the full value of ServiceTitan in transforming their business operations. This role is perfect for someone who is driven, curious, and passionate about helping others succeed. You thrive on solving problems, taking ownership, and collaborating across teams to deliver results that truly matter. What You’ll Do Own Customer Outcomes - Act as the dedicated CSM for ~75+ assigned accounts, serving as the primary point of contact and strategic business advisor. - Understand each customer’s business goals, challenges, and success metrics — and align ServiceTitan solutions to drive tangible ROI and business outcomes. - Build and maintain senior-level relationships to ensure customer confidence, long-term loyalty, and retention. Deliver Value and ROI - Guide customers in maximizing their use of ServiceTitan by identifying high-impact opportunities to improve performance and efficiency. - Create and execute customer value plans that demonstrate measurable business impact and ROI to key stakeholders. - Proactively analyze account health, usage data, and engagement trends to identify risk and deliver tailored, timely interventions. Engage and Empower Customers - Proactively reach out to customers through calls, emails, and digital campaigns to understand goals, remove barriers, and celebrate wins. - Provide hands-on product guidance, training, and best practices to help customers confidently adopt new features and workflows. - Inspire customer advocacy through exceptional experiences — increasing satisfaction, loyalty, and promoter activity (NPS, referrals, case studies). Collaborate and Solve Problems - Partner cross-functionally with Support, Product, Onboarding, and Sales to ensure seamless customer experiences and rapid issue resolution. - Take ownership of escalations — approaching challenges with curiosity, empathy, and a solution-first mindset. - Gather and synthesize customer feedback to influence product enhancements and internal process improvements. Stay Organized and Accountable - Maintain detailed account documentation, track progress toward goals, and ensure timely follow-ups. - Manage multiple priorities with precision and a proactive approach, ensuring no customer need or opportunity goes unnoticed. What You’ll Bring - Proven experience in customer-facing roles such as Customer Success, Account Management, or Sales. - A passion for customer success — you genuinely care about helping others grow and thrive. - Curiosity and a learning mindset, always seeking to understand your customer’s business and uncover new ways to add value. - Strong ownership mentality — you take initiative, follow through, and make things happen. - Exceptional communication and relationship-building skills, with an ability to simplify complex concepts and inspire confidence. - Adept at problem-solving, conflict resolution, and driving alignment across cross-functional teams. - Highly organized, detail-oriented, and proactive, managing multiple accounts and projects effectively. - Comfort with data — able to interpret engagement and usage metrics to drive informed decisions. - A collaborative team player who contributes positively to a high-performance, customer-obsessed culture. Preferred Skills and Experience - Experience in project management or business consulting. - Familiarity with Salesforce, Gainsight, Tableau, and/or ServiceTitan. - Understanding of business performance analytics and operational workflows. - Ability to lead conversations that connect technology to measurable business results. Why You’ll Love It Here You’ll join a team that’s not just managing customers — we’re partnering with them to build their future. At ServiceTitan, you’ll have the autonomy to make an impact, the support to grow your career, and the opportunity to help thousands of businesses achieve extraordinary.. Be Human With Us: 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: - 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. - Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical. - Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. 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, and more. 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. ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $59,000 USD - $78,900 USD, and this position is commission-eligible. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits.

• Customer Onboarding: You will shepherd in new customers from the sales handoff through successful activation in the product. This includes building out success plans to get customers up to speed in the platform, project management through onboarding, helping customers leverage the most appropriate enablement paths and assessing customer’s adoption on an ongoing basis. • Risk Identification and Mitigation: You’ll work to proactively identify and diagnose risk-inhibiting adoption or that may cause churn and contraction. You’ll own building a risk mitigation strategy and coordinating across the account team to effectively steer the customer to success. • Technical Guidance: You’ll maintain a deep level of LaunchDarkly product knowledge and be expected to provide customers with direction on implementation and adoption best practices. • Prescriptively Sell: You will maintain a pulse on how our customers are tracking against their key goals and outcomes, identifying opportunities for customers to purchase additional products, services, and adopt new features needed for them to maximize the value of our solution. • Trusted Advisor: You understand your customers like no other and have built enough trust to act as an extension of their team. You provide prescriptive guidance to customers to help them get the most out of their LaunchDarkly purchase. • Build Champions & Executive Relationships: You are an expert champion builder. You consistently work to identify & support key advocates within your customers’ organization who actively promote the value of LaunchDarkly. In partnership with your Champion, you’re able to leverage success metrics & value driven insights to gain sponsorship at an Executive level. • Renewal and Expansion focused: You are comfortable owning a number and forecasting on a weekly basis. You will work directly with customers, sales and deal desk to execute renewal agreements on time and to identify expansion opportunities within your accounts.

• Act as a Dscout expert to train and educate customers on functionality and Dscout methodology, driving wide and deep platform adoption. • Consult with customers to provide specific recommendations for their research designs on our software platform, ensuring successful outcomes and value realization. • Collaborate with customers to run high-impact research projects on Dscout, including planning, design, recruiting, fielding, and client engagement. • Equip customers to derive insights from data using Dscout’s analysis tools. • Work closely with our Sales team to ensure customer retention, identify expansion opportunities, and proactively mitigate risk of churn. • Manage 1-3 Research Advisors, prioritizing workload, coaching on work performance, and professional growth. • Travel occasionally for onsite customer visits where you will build relationships, train and share best practices, and gather feedback to bring directly back to our Product team. • Act as a customer advocate by sharing feedback internally to continuously improve Dscout’s product offerings. • Provide support and guidance to research participants (who we call “Scouts”).

About the client: Our client is a digital marketing agency specializing in helping home service businesses grow through comprehensive digital solutions. They transform websites into lead-generating assets while building brand awareness through SEO, social media, and paid advertising campaigns. About the role: Our client is seeking a highly skilled CRM Manager to manage, optimize, and maintain CRM systems that support digital marketing operations and internal workflows. This role is ideal for someone with strong technical expertise, sharp attention to detail, and proven experience handling CRM setups and automations in a digital marketing agency environment. Experience working in digital marketing agencies is required. What you’ll be doing: - Manage and maintain CRM systems to ensure data accuracy and reliability - Configure and optimize CRM workflows, automations, and pipelines - Coordinate with internal teams to align CRM processes with operational needs - Use ClickUp and GHL to support CRM-related workflows and integrations - Identify and resolve CRM inefficiencies while implementing improvements to - enhance performance - Regularly communicate with internal stakeholders to ensure CRM usage aligns with - business goals - Drive continuous improvement initiatives to optimize CRM functionality - Ensure internal teams follow established CRM processes and SOPs for consistent - usage Who are we looking for? - Minimum of 3 years of experience working as a CRM Specialist - Experience working with ClickUp, GHL, and other CRM/project management tools - Basic understanding of digital marketing factors, mainly SEO and Google Ads. - Proficient with AI tools and technologies relevant to CRM and marketing - automation - Strong communication skills to work with multiple internal stakeholders - Excellent organizational and problem-solving skills - Ability to work independently in a fast-paced, remote environment - Experience working in digital marketing agencies is required - US experience is required. - Fluent in English, oral and written. Position: CRM Manager Remote Status: Fully Remote Working Hours: 9 am - 5 pm EST Salary: USD 1500 - USD 1800 Internal Job ID: 1226