Manager, Customer Success Management

ServiceTitan

96d • $113,100 - $151,300

About The Position

Ready to be a Titan? We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard-working people, love technology, aren't afraid of a challenge or two and have a desire to push yourself to your maximum potential, our CS team is where you belong. As a Manager on ServiceTitan’s Enterprise Customer Success team, you will lead a passionate and creative group of Customer Success Managers to provide an exceptional experience for our most strategic accounts. In this role, you will be a critical member of our Success Management team and will help shape our strategy for retention, adoption, and customer satisfaction.

Requirements

• 3+ years of people management experience, preferably leading teams that serve enterprise accounts.
• Proven ability to be a coach—jumping on a customer call one minute and having a deep career development conversation the next.
• A deep understanding of what constitutes a great customer experience, with proven techniques for driving product adoption, retention, and expansion.
• A self-starter with a proactive mindset who thrives in a fast-paced environment.
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues.

Responsibilities

• Lead, coach, and inspire a team of Customer Success Managers to achieve key performance indicators (KPIs) focused on retention, adoption, and customer satisfaction.
• Drive talent acquisition, onboarding, and training for new CSMs.
• Develop future leaders within the team, creating career development programs that lead to low voluntary attrition and high team morale.
• Deliver an exceptional customer experience and drive net revenue retention and expansion.
• Manage and resolve high-stakes customer escalations, ensuring a positive outcome for our highest-value customers.
• Build and nurture relationships with key internal stakeholders across Sales, Product, Implementation, and Support to advocate for the customer's needs.
• Communicate strategic vision to the team and build processes to scale those outcomes.
• Work collaboratively in a highly dynamic environment and leverage data to make informed decisions and deliver results.

Benefits

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training for Titans at all levels.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
• FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Parental leave and support, up to $20k in fertility services, 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, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees