• Manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). • Create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism. • Develop strong working relationships with corporate contacts in strategic accounts. • Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users. • Collaborate with customers and product managers to manage product enhancement requests. • Act as a subject matter expert on custom product features for strategic accounts. • Manage initiatives to increase product adoption, customer satisfaction and evangelism. • Analyze user engagement data and identify actionable insight - KPIs will be reported on regularly. • Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses. • Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan. • Act as an escalation point on customer support tickets. • Update account and contact records for strategic accounts to ensure accurate reporting. • Identify areas for improvement in the customer experience, both in our product and processes. • Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed.