Client Success Manager (Enterprise)

• Aspire, ServiceTitan’s field service management platform for the landscaping and lawn care industry, is hiring an Enterprise Customer Success Manager (CSM). This role owns a portfolio of Aspire’s largest and most strategic enterprise accounts, driving product adoption, retention, and expansion while serving as the primary trusted advisor to key stakeholders. The Enterprise CSM partners cross-functionally with Sales, Implementation, Support, and Product to ensure enterprise customers realize maximum value from the Aspire platform
• Own the end-to-end customer relationship for a book of enterprise accounts, serving as the primary point of contact post-implementation
• Develop and execute strategic success plans aligned to each customer’s business goals, driving adoption of core modules (job costing, production tracking, invoicing, etc.)
• Monitor account health, usage, and risk signals; proactively identify and mitigate churn risk
• Lead regular business reviews (EBRs) with executive stakeholders to demonstrate ROI and strengthen the partnership
• Identify and drive expansion opportunities in partnership with Sales, including upsell and cross-sell of additional Aspire products
• Serve as the voice of the customer internally, surfacing product feedback and feature requests to Product and Engineering
• Collaborate with Support and Implementation teams to resolve escalations quickly and ensure a seamless customer experience
• Maintain accurate account records, health scores, and forecasts in Gainsight/Salesforce
• Achieve retention, expansion, and NPS targets for the assigned book of business
• What Success Looks Like:
• Strong net revenue retention and low churn across the assigned enterprise book
• High customer satisfaction (NPS) and deep, multi-threaded relationships within accounts
• Consistent identification and closure of expansion opportunities
• Customers viewing Aspire as a strategic, indispensable partner to their business

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
• Personal development programs- Proven track record of driving retention and expansion within a SaaS or software business
• 5+ years of experience in customer success, account management, or a related client-facing role, with at least 2+ years managing enterprise/strategic accounts
• Ability to manage a complex, high-value portfolio with competing priorities
• Experience with CRM/CS platforms such as Salesforce and Gainsight
• Strong executive presence with experience presenting to and influencing senior stakeholders (VP/C-level)
• Excellent communication, project management, and problem-solving skills
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us
• Experience working cross-functionally in a scaling SaaS organization
• Experience in field service management, landscaping, or a related vertical SaaS industry
• Familiarity with the Aspire platform or similar operations/field service software- We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams