Manager, Customer Success Enterprise
About The Position
Ready to be a Titan? At ServiceTitan, we accompany our customers every step of the way, from the moment they join us to every milestone of their growth. Our work impacts real people doing real work, and we take that responsibility seriously. We’re passionate, curious, and relentless about driving results for our customers and each other. If you’re a leader who thrives on coaching high-performing teams, solving complex challenges, and pushing the boundaries of customer experience and innovation, this is where you belong. As a Manager on the Enterprise Customer Success team, 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. Your focus will be on empowering your team to deliver measurable ROI, drive deep product adoption, and strengthen long-term partnerships with customers.
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
- 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
- Ability to travel up to 20% as conditions are safe according to health officials.
Nice To Haves
- 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
Responsibilities
- Provide consistent coaching, feedback, and career development for Enterprise CSMs.
- Help them 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 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.
- Build customer relationships at the C-suite level.
- 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
- Programs and events
- 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
Manager
Education Level
No Education Listed
