Customer Success Engineer

We need to output HTML fragment with sections: About the role? The posting includes intro paragraph describing role. Then Responsibilities list, Qualifications list, Benefits (What We Offer) list, Pay (salary ranges) and maybe Travel? Travel is less than 25% nationwide - could be part of Schedule? Not schedule. Travel could be included in a section? The instruction: include a section ONLY when posting has real, specific content for it. Travel is specific: "Travel: Less than 25% nationwide." That's a detail; could be placed under a "Travel" heading? Not listed as allowed headings; allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Travel not in list, so we should not create a Travel heading. Could fold into About the role paragraph or maybe into a

. Probably include in About the role paragraph. Also "Be Human With Us" etc is fluff, maybe not needed but it's substantive? It's more culture; could be part of About the role? Might be considered boilerplate? It's not EEO but it's culture messaging. Probably keep as part of About the role? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Be Human With Us" is not boilerplate but it's a motivational paragraph; could keep as part of About the role. "Use of AI Technology" is maybe not needed; it's about recruitment process; could be considered boilerplate? It's not EEO but it's about process; maybe keep? It's not a responsibility/qualification etc. Could be omitted as not core job description. Safer to omit. "What We Offer" is benefits section. We'll create Benefits heading with list items. Pay: salary ranges given. We'll create Pay heading with paragraph containing the ranges. Schedule: not mentioned; we have Travel but not schedule. So no Schedule section. Requirements vs Qualifications: The posting has Qualifications section. Could treat as Qualifications. No separate Requirements. Skills: not separate; qualifications include skills. About the role: we need an

About the role and then paragraph(s) summarizing the role description (intro). Must not repeat job title as heading. We must preserve all substantive information; do not invent or summarize away detail. So we need to include all bullet points from Responsibilities and Qualifications exactly as given (or close). Must not lose any. We need to use

• for any list of duties/requirements/benefits. So Responsibilities list as ul li. Qualifications list as ul li. Benefits list as ul li. We need to ensure we don't create sections with filler text. All sections will have content. We need to output only HTML fragment, no /, no markdown fences. Let's craft. First, About the role: combine introductory paragraphs up to "Responsibilities:" maybe. The intro includes: "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." Also include Travel? maybe after that: "Travel: Less than 25% nationwide." Could be a sentence in same paragraph. Also include "Be Human With Us:" paragraph etc. Might be considered fluff but it's substantive about culture; we could include as part of About the role. But we must not include boilerplate like EEO etc. The "Be Human With Us" is not boilerplate; it's a cultural message. Keep. Also "Use of AI Technology:" maybe not needed; could be omitted as it's about recruitment process not job. Safer to omit. Now Responsibilities: list each bullet after "Responsibilities:" until "Qualifications:" start. Let's extract responsibilities bullet points: - 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. Now Qualifications bullet points: - 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. Now Benefits (What We Offer) bullet points: We need to extract list items from that paragraph. Paragraph: "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 is Zone 1: $111,800 USD - $167,600 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 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." We need to separate Benefits (What We Offer) and Pay. Benefits: items like Flextime, recognition, support for autonomous work; Flexible time off; learning and development; comprehensive onboarding program; leadership training; programs and events; Bonusly; peer-nominated awards; Holistic health and wellness benefits: Company-paid medical, dental, vision; FSA and HSA; 401k match; telehealth options including One Medical; Support for Titans at all stages of life: Parental leave; up to $20k fertility services; surrogacy; adoption reimbursement; on demand maternity support via Maven Maternity; free breast milk shipping via Maven Milk; pet insurance; legal advisory services; financial planning tools; etc. Also "At ServiceTitan, we celebrate individuality..." that's EEO style; might be considered boilerplate? It's equal opportunity statement; we should remove EEO/equal-opportunity boilerplate. So we should omit the paragraph about non-discrimination. Also "ServiceTitan is committed to fair and equitable compensation..." maybe part of compensation but could be considered boilerplate? It's about compensation philosophy; but we have Pay section already; maybe we can keep brief statement? The instruction: remove EEO/equal-opportunity/scam-warning boilerplate. The non-discrimination paragraph is EEO; remove. The "ServiceTitan is committed to fair and equitable compensation..." is not EEO but could be considered generic; but it's about compensation philosophy; maybe we can keep as part of Benefits? Might be considered filler; but it's substantive about compensation philosophy. However we already have Pay section with ranges; we could keep a short sentence about total compensation includes equity and holistic suite of benefits (already in benefits). The paragraph about compensation philosophy maybe redundant; we could omit to avoid boilerplate. Safer to keep only concrete benefits. Thus Benefits list items: - Flextime, recognition, and support for autonomous work - Flexible time off with ample learning and development opportunities - Comprehensive onboarding program - Leadership training for Titans at