Client Success Manager, Enterprise

ServiceTitan•US CA Remote, CA

12d•$86,600 - $139,000•Remote

About The Position

Aspire, ServiceTitan's field service management platform for the landscaping and lawn care industry, is hiring an Enterprise Customer Success Manager (CSM). This role owns a portfolio of Aspire's largest and most strategic enterprise accounts, driving product adoption, retention, and expansion while serving as the primary trusted advisor to key stakeholders. The Enterprise CSM partners cross-functionally with Sales, Implementation, Support, and Product to ensure enterprise customers realize maximum value from the Aspire platform.

Requirements

5+ years of experience in customer success, account management, or a related client-facing role, with at least 2+ years managing enterprise/strategic accounts.
Proven track record of driving retention and expansion within a SaaS or software business.
Strong executive presence with experience presenting to and influencing senior stakeholders (VP/C-level).
Excellent communication, project management, and problem-solving skills.
Ability to manage a complex, high-value portfolio with competing priorities.
Experience with CRM/CS platforms such as Salesforce and Gainsight.

Nice To Haves

Experience in field service management, landscaping, or a related vertical SaaS industry.
Familiarity with the Aspire platform or similar operations/field service software.
Experience working cross-functionally in a scaling SaaS organization.

Responsibilities

Own the end-to-end customer relationship for a book of enterprise accounts, serving as the primary point of contact post-implementation.
Develop and execute strategic success plans aligned to each customer's business goals, driving adoption of core modules (job costing, production tracking, invoicing, etc.).
Monitor account health, usage, and risk signals; proactively identify and mitigate churn risk.
Lead regular business reviews (EBRs) with executive stakeholders to demonstrate ROI and strengthen the partnership.
Identify and drive expansion opportunities in partnership with Sales, including upsell and cross-sell of additional Aspire products.
Serve as the voice of the customer internally, surfacing product feedback and feature requests to Product and Engineering.
Collaborate with Support and Implementation teams to resolve escalations quickly and ensure a seamless customer experience.
Maintain accurate account records, health scores, and forecasts in Gainsight/Salesforce.
Achieve retention, expansion, and NPS targets for the assigned book of business.

Benefits

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Bonusly
Peer-nominated awards
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical
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