Jana Telesco

I’m a Customer Success Manager who helps mid-market and SMB businesses win with an all-in-one platform. At ServiceTitan, I manage a portfolio of 80+ field service businesses, maintaining 70%+ engagement cadence aligned to account health scoring while translating usage data and customer goals into tailored value plans that demonstrate measurable ROI.

I lead adoption from post-implementation enablement through go-live transitions, guiding workflow shifts across CRM, payroll, accounting, pricebook management, and other core operational workflows. I also run ongoing strategic success meetings and business reviews to surface optimization opportunities, identify upsell paths aligned to operational gaps, and reduce churn risk through proactive outreach and renewal forecasting in CRM.

Previously, I analyzed over 100 retention-focused customer calls weekly at Charter Communications to uncover downgrade risks, customer pain points, and competitor mentions, informing proactive retention strategies and feedback for an AI-driven model. Earlier at Indeed, I retained ~$1–2M in recurring revenue YOY across 200+ mid-market accounts, using tools like Gong, Salesforce, Zendesk, and JIRA to improve call effectiveness, identify churn risks, and deliver high-touch success plans that increased engagement and lifetime value.