Customer Success Manager (Enterprise), Max
About The Position
Max represents our highest level of customer partnership — combining automation strategy, elevated customer success engagement, and measurable growth outcomes into a unified revenue ecosystem. Max is not a product bundle — it is a structured, outcomes-driven growth experience for our most forward-thinking customers focused on end-to-end automation to drive more leads, higher booking rate and increased average ticket. As a Customer Success Manager (Enterprise) – Max, you will manage a curated portfolio of strategic, growth-oriented customers enrolled in Max. You will serve as the executive-facing strategic advisor, helping customers translate automation and operational data into measurable business outcomes. You will work closely with dedicated Max Specialists to partner on onboarding, activation, and workflow execution across the platform. While the Specialist drives automation implementation, you will own the ideal foundation, strategic alignment, growth planning, executive engagement, and long-term value realization. If you are passionate about helping contractors scale through automation, thrive in high-visibility and high-stakes environments, and want to shape the future of ServiceTitan — the Max team is where you belong.
Requirements
- 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in a customer-facing role.
- Experience managing high-touch, complex SaaS accounts with executive stakeholders.
- Demonstrated ability to drive measurable outcomes such as revenue growth, adoption lift, retention, or expansion.
- Strong executive communication skills and ability to confidently facilitate business reviews.
- Proven ability to analyze data sets and translate insights into strategic recommendations.
- Experience working cross-functionally with product, sales, and/or implementation teams.
- Self-starter who thrives in a fast-paced, evolving environment.
- Highly organized with strong prioritization and project management skills.
- Intelligent, adaptable, and solution-oriented.
Responsibilities
- Manage a portfolio of 20 Max customers, executive visibility, and strong growth potential.
- Serve as the primary strategic advisor across the Max ecosystem, ensuring alignment to drive measurable business outcomes.
- Develop and maintain Executive Success Plans that connect automation strategy, product adoption, and operational KPIs to customer growth goals.
- Conduct recurring Executive Business Reviews focused on end-to-end automation, key business performance, and product roadmap.
- Proactively identify and mitigate risk, ensuring strong adoption and long-term retention.
- Leverage usage data, automation benchmarks, and KPI reporting to deliver data-backed recommendations and expansion strategies.
- Conduct strategic onsite visits to strengthen executive relationships and deepen operational understanding.
- Facilitate in-person business reviews, automation workshops, and change management.
- Observe field operations to identify workflow gaps and automation opportunities.
- Partner with customer leadership teams to align frontline execution with executive growth strategy.
- Represent Max with executive presence and ensure onsite engagements drive measurable outcomes and next-step accountability.
- Help customers operationalize automation into daily workflows to increase stickiness and long-term expansion potential.
- Partner closely with the Max Specialists to ensure seamless onboarding, activation, and cross-product integration.
- Act as the strategic conduit between Max customers and internal Product teams by surfacing actionable feedback that improves product velocity and customer experience.
- Support participation in beta programs and early-access initiatives when aligned to customer strategy and readiness.
- Ensure all touchpoints within Max feel cohesive, premium, and outcomes-focused.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
