Manager, Strategic Customer Success

ServiceTitan

23h

About The Position

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 Strategic Customer Success team, you will lead and inspire a team of 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 people management experience in Customer Success or Account Management within Strategic or Enterprise teams.
• Proven experience managing large, complex customers.
• Deep understanding of renewal & expansion motions.
• Proven success hitting targets and owning team forecasting and goals.
• 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 in the product.
• 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, owner mindset and resilience in navigating ambiguity or challenge.
• Ability to travel up to 20%

Responsibilities

• Manage a team of 8-10 Customer Success Managers to achieve KPIs.
• Coach and develop talent, 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.
• Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership.
• Execute against strategic priorities at the org and company level.
• Track and communicate progress through reporting and ongoing feedback loops with leadership.
• 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.
• Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes.

Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career.
• Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• 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 (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, and more.
• Equity and a holistic suite of benefits.

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees