Customer Success Enterprise Manager

• As a Manager on the Enterprise Customer Success team, you will lead and inspire a team of 8 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
• Coach and Develop: Provide consistent coaching, feedback, and career development for Enterprise CSMs. Help them build confidence, elevate performance, and grow as consultative leaders for their customers
• Drive Retention and Expansion: Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers
• Foster Excellence: Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability
• Innovate and Uplevel: Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team
• Manage Risk: Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership
• Lead Strategically: Set quarterly goals and strategic priorities aligned with company OKRs. Track and communicate progress through reporting and ongoing feedback loops
• Cross-Functional Collaboration: Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment
• Champion the Customer Voice: Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement
• Recruit and Scale: Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care

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 success leading Enterprise or Strategic accounts and teams managing large, complex customers
• Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization
• Exceptional organization and project management capabilities, able to balance multiple priorities with precision
• High emotional intelligence, with strong listening, empathy, and communication skills
• Passion for technology, curiosity, and a desire to continuously learn and innovate
• A proactive, solution-oriented mindset and resilience in navigating ambiguity or challenge
• 3+ years of leadership experience in Customer Success or Account Management within a SaaS environment
• Deep understanding of SaaS metrics, retention levers, and customer health management
• Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
• Curious and always looking for ways to make things better
• 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
• 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
• Passionate, driven, and genuinely care about your team and customer
• A problem solver who thrives in challenges