Customer Success Manager, Corporate (Convex)

Convex is a software platform built specifically for commercial service businesses—like HVAC, plumbing, fire safety, and building automation companies. Our tools help sales teams find new building opportunities, connect with decisionmakers, and grow their business faster. By combining property data with sales workflows, Convex gives field teams everything they need to sell smarter and close more deals.

As a Corporate CSM you’ll play a pivotal role in delivering customer outcomes for Convex , You’ll corporate strategic customer relationships through the full lifecycle: from onboarding through expansion, ensuring satisfaction, adoption, and measurable ROI. You’ll collaborate crossfunctionally and act as the voice of the customer internally to influence product and business strategy.

As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like:

• What’s the most valuable transformation I can offer my customer?

• What’s the fastest way I can deliver that value to them?

• How can my communication make their life easier?

• How can I build a longterm relationship with them and truly make them feel at home with the ServiceTitan family?

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  What youll do:

  Account Ownership & Relationship Management

  • Act as the preferred CSM for ~100 strategic accounts, becoming the primary point of contact for customers, internal teams, and leadership.

  • Build and maintain longterm, seniorlevel relationships with key account stakeholders.

  • Own challenging customer situations from start to resolution, exceeding expectations and fostering trust.

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    Customer Success & Value Realization

    • Analyze product usage and account trends to uncover actionable insights, risks, and growth opportunities.

    • Guide customers to maximize ROI, delivering tailored recommendations and value plans to align with business goals.

    • Design and deliver targeted campaigns to engage underutilized accounts (e.g., digital success plans, remote workshops, proactive checkins).

    • Lead onboarding, training, and optimization discussions to ensure successful product adoption and usage.
      

    • Customer Engagement & Retention

      • Use a blend of reactive and proactive outreach (calls, emails, workshops) to understand customer goals, resolve issues, and support continuous success.

      • Monitor account health and identify churn risks early, creating resolution strategies to retain and reengage atrisk customers.

      • Own renewal conversations and support expansion strategies.

      • Cultivate customer loyalty through ongoing value delivery, thoughtful problemsolving, and product guidance.
        

      • Enablement, Advocacy & Collaboration

        • Deliver product training and drive customer satisfaction

        • Identify and create promoters and advocates through improved product experiences and relationshipbuilding.

        • Collect, synthesize, and relay customer feedback to Product and Engineering to inform roadmap decisions.

        • Partner closely with Implementation, Sales, Support, and Product teams to ensure cohesive and smooth customer experiences.
          

        • Project & Process Management

          • Break down complex customer issues, manage your book of business with precision, and maintain clear, timely documentation.

          • Maintain a structured engagement cadence for all accounts and develop internal processes to scale impact across your portfolio.

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            What youll bring:

            • 2+ years in customerfacing roles, customer successaccount management, andor sales experience preferred

            • A customer value, ROI, and business outcomedriven mindset

            • Skills in product training, and comfortable “rereselling” the customer on ServiceTitan

            • Strong deescalation and problemsolving skills.

            • Highly skilled in written and verbal communication

            • Proven ability to multitask and manage multiple projects at a time with strong attention to detail

            • Selfstarter that thrives in an entrepreneurial, fastpaced environment with the demonstrated capacity to lead, motivate and work well with others

            • Quick thinking, fast learning, and solutionoriented, with an ability to think outside the box and see things through to resolution

            • Selfmotivated and able to work effectively in a remote setting

            • Highly organized and detailoriented

            • Project management skills and experience are a plus.

            • Exceptional organizational and time management skills

            • Empathetic with a customerfocused approach

            • Passion for phonebased customer interactions

            • 
              Preferred Skills and Experience

              • Project management

              • Sales

              • Data or Business performance analytics

              • Operational use of SalesForce, Gainsight, and Tableau

              • Highly proficient in ServiceTitan workflows and best practices

              • Able to work PSTMST hours

              • 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.

                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, peernominated awards, and more.

                • Holistic health and wellness benefits: Companypaid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.

                • Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, 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.