Manager, Customer Success Enterprise

ServiceTitan•US CA Remote, CA

2d•$125,700 - $201,700•Remote

About The Position

As a Manager on the Enterprise Customer Success team, you will lead and inspire a team of 8 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. Your focus will be on empowering your team to deliver measurable ROI, drive deep product adoption, and strengthen long-term partnerships with customers.

Requirements

3+ years of leadership 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
A 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

Responsibilities

Provide consistent coaching, feedback, and career development for Enterprise CSMs.
Help CSMs build confidence, elevate performance, and grow as consultative leaders for their customers.
Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers.
Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability.
Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team.
Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership.
Set quarterly goals and strategic priorities aligned with company OKRs.
Track and communicate progress through reporting and ongoing feedback loops.
Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment.
Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement.
Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.

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