Customer Success Manager, ServiceTitan

• The best CSMs in this seat thrive on managing complexity, take genuine pride in client outcomes, and bring a structured, data-informed approach to a large portfolio without sacrificing relationship quality
• 2–4 years of experience in customer success, account management, or a related client-facing role, preferably in B2B SaaS or landscaping
• A customer value and business outcome-driven mindset: you think in terms of ROI, not just activity
• Strong written and verbal communication skills, with the ability to adapt your style to different audiences (field operators, business owners, executives)
• Demonstrated ability to manage a high-volume book of business with structure and attention to detail
• Comfort working in a fast-paced environment where you'll need to triage proactively and operate with a high degree of autonomy
• A solutions-first attitude: you bring proposed paths forward, not just problems
• Proficiency in CRM tools, preferably Salesforce
• Experience with Gainsight or similar CS platforms is a plus
• Experience owning commercial renewal cycles, including renewal conversations, risk identification, and negotiation in partnership with sales, is a plus
• 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

Desirable

• The Client Success Manager (CSM) at Aspire is a trusted advisor and platform partner to a high-volume portfolio of clients in our Corporate segment. You will own the full client relationship from onboarding graduation through renewal, driving adoption, retention, and expansion across your book of business
• Success in this role requires equal parts operational discipline and relationship depth. You'll build genuine partnerships with clients, drive meaningful adoption and expansion, and use structured playbooks and data to keep your portfolio healthy and growing
• This is a fast-paced, high-volume role
• Account Ownership Serve as the primary point of contact for approximately 100 Corporate segment clients. Manage your book proactively, using health scores, engagement signals, and account data to prioritize your time and outreach rather than defaulting to whoever is loudest
• Relationship Management Build multi-threaded relationships across your portfolio, connecting consistently with both day-to-day users and decision-makers
• Establish mutual success plans that define success in the client's own terms (time saved, money saved, workflow improvements) and check in against those milestones regularly
• Value Delivery and Retention Establish a value baseline early in each client relationship, document where they start, and track progress over time. Develop the habit of connecting every meaningful interaction back to a core value driver
• Support and contribute to the renewal motion by keeping value documentation current and building a clear, defensible value narrative for each account
• Feature Adoption and Product Expertise Drive adoption of Aspire's core product modules and guide clients toward usage depth that maps to their specific workflows and outcomes
• Translate platform capabilities into client-specific value, not abstract feature descriptions. Stay current on product updates and complete certifications proactively
• Risk Management and Churn Prevention Monitor account health and escalate risk signals early. Use established playbooks to create action plans for at-risk accounts. Come to your manager with context and a proposed path forward, not just the problem
• Expansion and Growth Identify natural expansion signals within your book and surface them to your manager with a point of view. Support the commercial motion by flagging opportunities for additional services and contributing to CSQL pipeline
• Cross-Functional Collaboration Partner closely with Sales, Implementation, Product, and Support to ensure clients are well-served across their lifecycle
• Surface client feedback in a timely, specific, and constructive way. Participate in business reviews and represent the voice of the client internally
• Data and CRM Hygiene Maintain accurate, up-to-date records in Salesforce. Use data to inform your outreach strategy, track success metrics, and document risk and opportunity across your portfolio
• What Success Looks Like:
• Achieves GRR and NRR targets for assigned portfolio
• Maintains accurate and current Salesforce data hygiene
• Identifies and flags expansion opportunities with a point of view
• Executes at-risk account recovery plans using established playbooks
• Delivers strong CSAT and builds client relationships that produce advocates

• 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