Manager, Customer Success Enterprise

About the role

As a Manager on the Enterprise Customer Success team at ServiceTitan, you will lead and inspire a team of 8-10 Customer Success Managers serving some of ServiceTitan’s largest and most strategic customers. You’ll play a critical role in shaping our strategy for retention, expansion, and customer satisfaction, while fostering a culture of growth, ownership, and excellence.

Responsibilities

• Coach and Develop: Provide consistent coaching, feedback, and career development for Enterprise CSMs. Help them build confidence, elevate performance, and grow as consultative leaders for their customers.
• Drive Retention and Expansion: Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers.
• Foster Excellence: Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability.
• Innovate and Uplevel: Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team.
• Manage Risk: Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership.
• Lead Strategically: Set strategic priorities aligned with company OKRs. Track and communicate progress through reporting and ongoing feedback loops.
• Cross-Functional Collaboration: Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment.
• Champion the Customer Voice: Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement. Build customer relationships at the C-suite level.

Requirements

• 4+ years of people management experience in Customer Success or Account Management within a SaaS environment
• Proven success leading Enterprise or Strategic accounts and teams managing large, complex customers
• Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
• Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization
• High emotional intelligence, with strong listening, empathy, and communication skills
• Exceptional organization and project management capabilities, able to balance multiple priorities with precision
• Proactive, solution-oriented mindset and resilience in navigating ambiguity or challenge
• Deep understanding of SaaS metrics, retention levers, and customer health management
• Passion for technology, curiosity, and a desire to continuously learn and innovate

Qualifications

• Ability to travel up to 20% as conditions are safe according to health officials.

Skills

• Passionate, driven, and genuinely care about your team and customers
• Curious and always looking for ways to make things better
• A problem solver who thrives in challenges
• Detail oriented and organized, with follow through you can count on
• A true owner, you see it, solve it, and never wait for someone else to go first

Benefits

• Flextime, recognition, and support for autonomous work
• 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

Pay

The good faith salary ranges estimate for this role is Zone 1: $134,500 USD - $201,700 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $125,700 USD - $188,500 USD Applicable for: All other US locations. This role is also eligible for a variable commission plan.

Schedule

Flextime, recognizing the importance of work-life balance.