Senior Manager, Strategic Customer Success
About The Position
The Senior Manager, Strategic Customer Success leads and inspires a team of 8–10 Customer Success Managers serving ServiceTitan’s largest and most strategic customers. The role shapes retention, expansion, and customer satisfaction strategy, while developing a culture of growth, ownership, and excellence. It empowers the team to deliver measurable return on investment, deepen product adoption, and strengthen long-term customer partnerships. The manager develops team talent and performance, oversees retention and expansion efforts, establishes operating expectations and metrics, anticipates and manages customer risks, and executes strategic priorities. The role works across Product, Sales, Onboarding, and Support; brings customer feedback to product strategy; builds executive-level customer relationships; and hires, onboards, and mentors team members. The position requires autonomy in a dynamic environment and may involve travel up to 20%.
Requirements
- At least 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 and expansion motions.
- Demonstrated success meeting targets and owning team forecasting and goals.
- Strong coaching and people leadership skills, including fostering trust, collaboration, and accountability.
- Business acumen and ability to advise on best practices, process optimization, and product ROI realization.
- High emotional intelligence, listening, empathy, and communication skills.
- Strong organization and project management skills, with the ability to balance multiple priorities.
- Proactive ownership and resilience when navigating ambiguity or challenges.
- Ability to travel up to 20%.
Responsibilities
- Manage a team of 8–10 Customer Success Managers and help them achieve KPIs.
- Coach and develop team members, elevate performance, and help them grow as consultative customer leaders.
- Partner with CSMs on retention strategies, expansion opportunities, and customer business outcomes.
- Set clear expectations, metrics, and operational practices to support precision and accountability.
- Anticipate customer risks and guide resolution strategies, involving executives as needed.
- Execute organizational and company strategic priorities, and report progress through leadership updates and feedback loops.
- Collaborate with Product, Sales, Onboarding, and Support to strengthen internal alignment and the customer journey.
- Gather and synthesize customer feedback to influence product strategy and continuous improvement.
- Build customer relationships at the C-suite level.
- Hire, onboard, and mentor talent while fostering a culture of passion, curiosity, and care.
- Work autonomously to achieve outcomes in a dynamic environment.
Benefits
- Flexible time off.
- Learning and development opportunities, including comprehensive onboarding and leadership training.
- Recognition programs, including Bonusly and peer-nominated awards.
- Company-paid medical, dental, and vision insurance, with 100% employer-paid options and 90% dependent coverage.
- Flexible spending account (FSA) and health savings account (HSA).
- 401(k) match.
- Telehealth options, including One Medical memberships.
- Parental leave and support.
- Up to $20,000 in fertility services, including IUI and IVF.
- Surrogacy and adoption reimbursement.
- Maternity support through Maven Maternity.
- Breast milk shipping through Maven Milk.
- Pet insurance.
- Legal advisory services.
- Financial planning tools.
- Variable commission plan and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
