Partner Success Manager - ServiceTitan

Position Summary:

The ServiceTitan Partner Success Manager (PSM) is the primary point of contact and strategic partner for a portfolio of brands within Guild Garage Group. This role is responsible for guiding brands through the full lifecycle of onboarding, implementation, adoption, optimization, and long-term success within ServiceTitan.

Key Responsibilities

• Partner Lifecycle Management

• Serve as the primary ServiceTitan partner for assigned brands

• Guide brands from onboarding through operational maturity

• Build strong relationships with leadership and operational teams

• Ensure successful adoption of Guild Garage Group standards and best practices

• Onboarding & Implementation

• Lead onboarding and implementation of ServiceTitan core and Pro products, including CCP

• Translate legacy workflows into scalable ServiceTitan processes and Guild standards

• Project manage onboarding timelines, deliverables, and go-live execution

• Travel onsite for 1–2 weeks during go-live to support launch and stabilization

• Training & Coaching

• Train CSRs, dispatchers, technicians, and managers on ServiceTitan workflows and best practices

• Provide ongoing coaching to improve adoption, consistency, and operational performance

• Conduct weekly scorecard reviews with brands and coach teams on areas of opportunity and improvement

• Support & Continuous Improvement

• Act as the primary escalation point for ServiceTitan-related questions, issues, and initiatives

• Identify opportunities to improve workflows, efficiency, and overall platform utilization

• Support rollout of new tools, processes, and operational initiatives across brands

Qualifications

• Expert-level knowledge of ServiceTitan
• Experience onboarding and supporting multi-location service businesses
• Strong training, facilitation, and coaching skills
• Proven project management and implementation experience
• Ability to manage multiple brands and priorities in a high-volume environment
• Strong communication, organization, and problem-solving skills
• Willingness to travel as needed for onsite onboarding and support

What Success Looks Like

• Smooth onboarding and successful go-live execution
• High ServiceTitan adoption and process consistency across brands
• Improved operational performance and KPI achievement
• Strong partner relationships and long-term engagement
• Continuous improvement mindset across all assigned locations

What we have to offer you!

• Benefits – Health, Vision, Dental, PTO, Holidays, 401k and matching
• Employee Discount
• Employee Referral
• You will be part of a world class family of residential services brands, that invests heavily in training and developing our people to position for continued success
• Our focus on growth will create many opportunities to take on more responsibilities and develop into senior roles