Customer Success Manager, Enterprise

ServiceTitan

1d•Remote

About The Position

At ServiceTitan, we power the essential workers—the plumbers, electricians, and HVAC technicians—who keep the world running. We partner with the largest, most successful trade service companies in North America, and our Customer Success team is the engine of their continued growth and innovation. As an Enterprise Customer Success Manager (CSM), you will be the dedicated, strategic partner for a select portfolio of our high-value, high-touch trades organizations. You will own the long-term relationship, driving adoption, optimizing processes, and maximizing the profound business value our technology delivers. This is a critical role that directly influences our company's revenue retention, expansion, and client advocacy.

Requirements

4+ years of combined experience in a client-facing role such as Account Management, Customer Success, or Project Management, ideally supporting B2B SaaS or technology for the Trades/Home Services industry.
Proven ability to successfully manage a portfolio of complex, high-revenue enterprise accounts, balancing deep relationship building with rigorous, data-driven execution.
Demonstrated capacity to manage multiple projects simultaneously, consistently maintaining meticulous attention to detail in a fast-paced, entrepreneurial environment.
Strong analytical skills and interest in leveraging data sets (KPIs, usage patterns) to drive decision-making and articulate business value.
Exceptional communication and presentation skills, with the ability to deliver information and manage meetings with executive-level confidence and clarity.
Intelligent, quick-thinking, solution-oriented, and a highly adaptable team player with a demonstrated capacity to lead and motivate.
Ability to travel nationally less than 20% for key client meetings and conferences.

Responsibilities

Actively manage and develop a dedicated portfolio of ~40 Enterprise customer accounts—complex, high-touch trade services companies with sophisticated needs and diverse usage patterns.
Cultivate and maintain senior-level, trusted-advisor relationships (up to the C-Suite) with your customer base, ensuring a consistent, premium, and high-caliber experience.
Become an expert in your clients' businesses. Use strategic consultation to map their goals to our software's capabilities, regularly coaching them on best practices, and driving deep feature adoption.
Analyze user engagement data, service trends, and client performance metrics to uncover actionable insights. Translate this data into Executive Business Reviews (EBRs) that demonstrate clear ROI and strategic paths forward.
Proactively identify roadblocks and areas for operational improvement, solving complex customer challenges with strategic solutions that continually increase the product's long-term value.
Strategically mitigate churn risk by continuously monitoring customer health scores, usage trends, and satisfaction levels. Develop and execute comprehensive win-back or mitigation strategies for at-risk accounts.
Systematically organize and segment your accounts to identify and pursue qualified opportunities for up-selling and cross-selling new products and services within the customer base.
Serve as a subject matter expert and trusted resource for new hires and non-Enterprise Success Team members, sharing knowledge to elevate the entire department.

Benefits

Flexible time off
Ample 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