Customer Success Engineer

Ready to be a Titan?

As a Customer Success Engineer, Strategic Accounts, you'll drive the long-term success of ServiceTitan's largest customers, including franchise systems and select multi-location enterprise organizations. You'll build trusted partnerships with both business and technical stakeholders, applying deep product knowledge and technical problem-solving skills to improve adoption, optimize workflows, and help customers realize measurable value from the ServiceTitan platform.

You'll serve as a bridge between customers and ServiceTitan's Product, Engineering, Support, and Customer Success teams. This includes translating complex business requirements into scalable technical solutions, advising customers on product configuration and integrations, and resolving issues that could affect their operational success.
The ideal candidate learns complex software quickly, communicates technical concepts clearly to a range of audiences, and proactively manages multiple accounts and initiatives. You're comfortable navigating ambiguity, investigating complex problems, and wearing multiple hats as customer and project needs evolve.

Responsibilities:

• Develop trusted relationships with business and technical stakeholders across strategic accounts.
• Build a deep understanding of each customer's business processes, technical environment, and strategic objectives.
• Advise customers on product configuration, workflows, integrations, and technical best practices.
• Lead technical discovery sessions and translate customer requirements into clear, scalable solution recommendations.
• Coach and train corporate teams, franchise owners, administrators, and end users on product capabilities and best practices.
• Serve as a subject matter expert on custom features, configurations, and technical solutions developed for strategic accounts.
• Partner with Product and Engineering to evaluate enhancement requests, clarify technical requirements, and communicate customer impact.
• Investigate complex product and workflow issues, collaborating with Support and Engineering to drive timely resolution.
• Act as a technical escalation point for high-impact customer support cases.
• Manage initiatives that increase product adoption, customer satisfaction, and advocacy.
• Analyze product usage and engagement data to identify trends, risks, and actionable opportunities; regularly report on relevant KPIs.
• Gather insights into how customers use ServiceTitan and identify the capabilities and services that provide the greatest-or least-business value.
• Develop and present strategic business reviews, technical recommendations, and success plans that reinforce the value of ServiceTitan.
• Maintain accurate account, contact, project, and technical-environment records to support reporting and cross-functional collaboration.
• Identify opportunities to improve the customer experience through enhancements to our products, technical solutions, and internal processes.
• Support the onboarding and implementation of new strategic accounts as needed, while primarily owning the long-term technical relationship.

Qualifications:

• 5+ years of relevant experience in customer success engineering, technical account management, solutions consulting, implementation, enterprise SaaS, or a related customer-facing technical role.
• Demonstrated success managing multiple strategic accounts, technical projects, or complex customer initiatives.
• Strong technical aptitude and a proven ability to quickly learn complex software platforms, configurations, workflows, and integrations.
• Working knowledge of SaaS architecture, APIs, data integrations, and troubleshooting concepts; experience partnering with engineering teams is preferred.
• Ability to translate business needs into technical requirements and explain complex technical concepts clearly to both technical and non-technical audiences.
• Strong analytical skills, including the ability to interpret product usage data, identify trends, and turn insights into actionable recommendations.
• Exceptional account and project management skills, with close attention to detail and a disciplined approach to follow-through.
• A proactive mindset and the ability to anticipate roadblocks, risks, and dependencies before they affect customer outcomes.
• Creative problem-solving skills and a demonstrated ability to navigate ambiguity and resolve complex challenges.
• Strong written, verbal, and presentation skills, with the ability to collaborate effectively across Customer Success, Product, Engineering, and Support.
• A self-starter who thrives in a fast-paced, entrepreneurial environment and adapts effectively as priorities change.

Travel: Less than 25% nationwide.

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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role isZone 1: $111,800 USD - $167,600 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WAZone 2: $104,500 USD - $156,700 USD Applicable for: All other US locations.This role is also eligible for a variable commission plan.International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary and variable commission, our total compensation package includes equity, and a holistic suite of benefits.