Manager, Customer Success Enterprise

ServiceTitan

About The Position

Manager, Enterprise CSM - Residential In-home Trades Ready to be a Titan? At ServiceTitan, we accompany our customers every step of the way, from the moment they join us to every milestone of their growth. Our work impacts real people doing real work, and we take that responsibility seriously. We’re passionate, curious, and relentless about driving results for our customers and each other. If you’re a leader who thrives on coaching high-performing teams, solving complex challenges, and pushing the boundaries of customer experience and innovation, this is where you belong. As a Manager on the Enterprise Customer Success team, you will lead and inspire a team of 8-10 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.

Requirements

3+ years of people management 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, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization
High emotional intelligence, with strong listening, empathy, and communication skills
Exceptional organization and project management capabilities, able to balance multiple priorities with precision
A proactive, solution-oriented mindset and resilience in navigating ambiguity or challenge
Deep understanding of SaaS metrics, retention levers, and customer health management
Passion for technology, curiosity, and a desire to continuously learn and innovate
Ability to travel up to 20% as conditions are safe according to health officials.

Responsibilities

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 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. Build customer relationships at the C-suite level.
Recruit and Scale: Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.

Benefits

Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume