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ServiceTitan is seeking a Customer Success Manager for their Enterprise Max program. You will manage a curated portfolio of 20 strategic, growth-oriented customers, serving as their executive-facing strategic advisor. Max represents ServiceTitan's highest-touch customer partnership tier, combining automation strategy, elevated success engagement, and measurable growth outcomes.
Key responsibilities include owning customer portfolios with executive visibility, developing and maintaining Executive Success Plans that connect automation strategy to customer growth goals, and conducting recurring Executive Business Reviews focused on end-to-end automation and business performance. You will proactively identify and mitigate risk, leverage usage data and automation benchmarks to deliver data-backed recommendations, and identify expansion strategies.
The role involves significant onsite engagement—conducting strategic visits to strengthen executive relationships, facilitating in-person business reviews and automation workshops, observing field operations to identify workflow gaps, and representing Max with executive presence. You will partner closely with Max Specialists on onboarding and activation, act as a strategic conduit between customers and internal Product teams, and ensure all customer touchpoints feel cohesive and outcomes-focused.
Required qualifications: 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in customer-facing roles. You must have experience managing high-touch, complex SaaS accounts with executive stakeholders, demonstrated ability to drive measurable outcomes (revenue growth, adoption, retention, expansion), strong executive communication skills, data analysis and translation capabilities, and cross-functional collaboration experience. The role requires ~30% travel nationwide. You should be a self-starter who thrives in fast-paced environments, highly organized with strong prioritization skills, and solution-oriented.
