Customer Success Manager (Enterprise Max)

• As a Customer Success Manager, Enterprise – Max, you will manage a curated portfolio of strategic, growth-oriented customers enrolled in Max
• You will serve as the executive-facing strategic advisor, helping customers translate automation and operational data into measurable business outcomes
• Max represents our highest level of customer partnership — combining automation strategy, elevated customer success engagement, and measurable growth outcomes into a unified revenue ecosystem
• Max is not a product bundle — it is a structured, outcomes-driven growth experience for our most forward-thinking customers focused on end-to-end automation to drive more leads, higher booking rate and increased average ticket
• You will work closely with dedicated Max Specialists to partner on onboarding, activation, and workflow execution across the platform
• While the Specialist drives automation implementation, you will own the ideal foundation, strategic alignment, growth planning, executive engagement, and long-term value realization
• If you are passionate about helping contractors scale through automation, thrive in high-visibility and high-stakes environments, and want to shape the future of ServiceTitan — the Max team is where you belong
• Manage a Max Portfolio:
• Own a portfolio of 20 Max customers, executive visibility, and strong growth potential
• Serve as the primary strategic advisor across the Max ecosystem, ensuring alignment to drive measurable business outcomes
• Develop and maintain Executive Success Plans that connect automation strategy, product adoption, and operational KPIs to customer growth goals
• Conduct recurring Executive Business Reviews focused on end-to-end automation, key business performance, and product roadmap
• Proactively identify and mitigate risk, ensuring strong adoption and long-term retention
• Leverage usage data, automation benchmarks, and KPI reporting to deliver data-backed recommendations and expansion strategies
• Onsite Executive Engagement & Field Partnership:
• Conduct strategic onsite visits to strengthen executive relationships and deepen operational understanding
• Facilitate in-person business reviews, automation workshops, and change management
• Observe field operations to identify workflow gaps and automation opportunities
• Partner with customer leadership teams to align frontline execution with executive growth strategy
• Represent Max with executive presence and ensure onsite engagements drive measurable outcomes and next-step accountability
• Deliver an Elevated Max Experience:
• Help customers operationalize automation into daily workflows to increase stickiness and long-term expansion potential
• Partner closely with the Max Specialists to ensure seamless onboarding, activation, and cross-product integration
• Act as the strategic conduit between Max customers and internal Product teams by surfacing actionable feedback that improves product velocity and customer experience
• Support participation in beta programs and early-access initiatives when aligned to customer strategy and readiness
• Ensure all touchpoints within Max feel cohesive, premium, and outcomes-focused

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- Strong executive communication skills and ability to confidently facilitate business reviews
• ~30% travel nationwide
• Proven ability to analyze data sets and translate insights into strategic recommendations
• 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in a customer-facing role
• Experience working cross-functionally with product, sales, and/or implementation teams
• Self-starter who thrives in a fast-paced, evolving environment
• Intelligent, adaptable, and solution-oriented
• Demonstrated ability to drive measurable outcomes such as revenue growth, adoption lift, retention, or expansion
• Experience managing high-touch, complex SaaS accounts with executive stakeholders
• Highly organized with strong prioritization and project management skills
• If you have the skills but are hesitant to apply because of your background, apply anyway- 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