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ServiceTitan is seeking a Manager for the Enterprise Customer Success team to lead and inspire a team of 8 Customer Success Managers serving the company's largest and most strategic customers. This is a people leadership role focused on shaping retention, expansion, and customer satisfaction strategies while fostering a culture of growth and excellence.
Key responsibilities include coaching and developing Enterprise CSMs to build confidence and elevate performance as consultative leaders; partnering with CSMs to execute retention strategies and identify expansion opportunities that deliver measurable ROI; establishing clear expectations, metrics, and operational rigor to ensure accountability; encouraging process innovation to improve efficiency and customer experience; anticipating and proactively managing customer risks; setting quarterly goals aligned with company OKRs and tracking progress; collaborating cross-functionally with Product, Sales, Onboarding, and Support teams; gathering and synthesizing customer feedback to influence product strategy; and recruiting, onboarding, and mentoring top talent.
Required qualifications include 3+ years of leadership experience in Customer Success or Account Management within a SaaS environment; proven success leading Enterprise or Strategic accounts and teams managing large, complex customers; strong coaching and people leadership skills; excellent business acumen and ability to consult on best practices and ROI realization; high emotional intelligence with strong listening and communication skills; exceptional organization and project management capabilities; a solution-oriented mindset and resilience in navigating ambiguity; and deep understanding of SaaS metrics, retention levers, and customer health management.
The ideal candidate is passionate, driven, genuinely cares about their team and customers, is curious and solution-oriented, detail-oriented with strong follow-through, and demonstrates true ownership mentality. ServiceTitan offers flexible time off, comprehensive onboarding and leadership training, peer-nominated awards, company-paid medical/dental/vision benefits, FSA/HSA, 401k match, and telehealth options.
