Role Description 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. - 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. Qualifications - 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. Benefits - Flexible time off with ample learning and development opportunities to continue growing your career. - Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. - 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. - 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.

Role Description We have an exciting new role for a Customer Business Manager to oversee our Albertson’s regional business along with independent grocers. We are seeking a Customer Business Manager with experience across Albertsons and regional grocery accounts. The ideal candidate will drive regional business growth across the GPN portfolio, including Think!, Optimum Nutrition, Isopure, and Amazing Grass. Key Responsibilities - Lead regional business development and deliver growth plans across all GPN brands. - Own all aspects of customer development: opportunity identification, relationship management, customer service collaboration, trade fund planning/management, and annual planning. - Manage all TPM activities for assigned customers, including data entry, tracking, and communication. - Build and deliver strategic selling presentations, including assortment, promotion, pricing, and P&L‑driven plans. - Lead customer negotiations, particularly around trade investments and promotional strategy. - Identify, prioritize, and activate growth opportunities at the divisional level. - Lead Joint Business Planning and develop long‑term customer growth strategies. - Create compelling category selling stories to drive incremental distribution and activation. - Partner cross‑functionally with Sales Strategy, Category Management, and Trade Development to build collaborative programs. - Accurately forecast sales, trade events, and shippers across all brands. - Manage and guide broker partners to deliver customer and brand objectives. - Support brand visibility and customer relationship‑building by participating in promotional events. - Contribute to team culture by living our core values. - Work remotely and travel as needed (up to 50% travel). Qualifications - Bachelor's degree with at least 5 years of experience within CPG and/or broker. - Proficient in utilizing syndicated data (i.e. SPINS, Nielsen, IRI) and trade management systems. - Strong forecasting, P&L management and reporting. - MS Outlook, Excel and Teams. Benefits - The opportunity to develop your career on a global stage. - Continuous learning through an on-demand learning platform. - A competitive compensation package including staff discounts. - Generous family leave policy. - Health & dental plan. - Competitive salary. - 401K. - Salary range for this role is $105,000 - $145,000 plus car allowance and annual bonus.

• Own customer outcomes for a portfolio of accounts, including our most complex and high-value clients, ensuring they clearly understand, adopt, and realize measurable value from Surgimate • Define success criteria with customers and regularly track progress against agreed goals (ROI, efficiency gains, workflow improvements) • Proactively identify gaps in adoption and create action plans to improve product utilization • Build and maintain strong, trusted relationships with key stakeholders — including senior leaders — across client organizations • Serve as the primary point of contact and strategic advisor for all assigned accounts • Develop a deep understanding of each client’s workflows, business goals, and challenges • Maintain clear account plans and engagement strategies, with a longer-term view on retention and growth • Drive portfolio-level strategy, prioritizing efforts across accounts based on risk, value, and growth potential • Lead Executive Business Reviews (EBRs) focused on demonstrating ROI and aligning long-term success • Drive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviews • Educate customers on new features and ensure alignment with their needs and use cases • Reinforce best practices to ensure consistent and effective platform usage • Apply a consultative approach to help clients connect platform capabilities to their broader operational goals • Monitor account health and engagement to identify risks and opportunities early • Take ownership of retention by addressing issues before they escalate • Navigate complex customer scenarios, including multi-stakeholder environments and at-risk accounts • Identify opportunities for expanded use cases, additional locations, or deeper product adoption • Partner with Sales on upsell and expansion opportunities • Help customers uncover additional value through new workflows and features • Act as a senior voice of the customer internally, providing structured and actionable feedback to Product • Identify trends across accounts to influence product improvements and roadmap priorities • Partner closely with Implementation to ensure smooth handoffs and continuity post-go-live • Work with Support, Product, and Sales to deliver a cohesive customer experience • Lead cross-functional efforts to resolve complex challenges and improve the overall customer experience • Act as the internal quarterback for high-impact accounts, ensuring alignment across teams • Help develop and refine CS processes, playbooks, and best practices as the team scales • Mentor and support other CSMs, sharing best practices and elevating team performance • Maintain accurate account data, notes, and activity tracking in CRM • Meet KPIs related to engagement, retention, and growth • Identify and drive improvements to Customer Success processes, tools and playbooks to support scale • Travel on-site to meet with clients • Support evolving initiatives as the company grows • Other duties as assigned by management

• Own customer outcomes by ensuring clients clearly understand, adopt, and realize measurable value from Surgimate • Define success criteria with customers and regularly track progress against agreed goals (ROI, efficiency gains, workflow improvements) • Proactively identify gaps in adoption and create action plans to improve product utilization • Build and maintain strong, trusted relationships with key stakeholders across client organizations • Serve as the primary point of contact and strategic advisor for all assigned accounts • Develop a deep understanding of each client’s workflows, business goals, and challenges • Drive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviews • Educate customers on new features and ensure alignment with their needs and use cases • Reinforce best practices to ensure consistent and effective platform usage • Monitor account health and engagement to identify risks and opportunities early • Take ownership of retention by addressing issues before they escalate • Maintain clear account plans and engagement strategies for key customers • Identify opportunities for expanded use cases, additional locations, or deeper product adoption • Partner with Sales on upsell and expansion opportunities • Help customers uncover additional value through new workflows and features • Act as the voice of the customer internally, providing structured and actionable feedback to Product • Identify trends across accounts to influence product improvements and roadmap priorities • Partner closely with Implementation to ensure smooth handoffs and continuity post-go-live • Work with Support, Product, and Sales to deliver a cohesive customer experience • Maintain accurate account data, notes, and activity tracking • Meet KPIs related to engagement, retention, and growth • Contribute to building scalable customer success processes and playbooks • Travel on-site to meet with clients (~30%) • Support evolving initiatives as the company grows