Enterprise Client Success Manager: Growth & Retention

ServiceTitan, Inc.; Northern (KY); Hybrid; USD 87,000 - 139,000; Full time

Benefits offered by this job

Flextime

Annual bonus

Equity

Health, dental, vision benefits

Parental leave

Fertility support

Job summary

ServiceTitan, Inc. is seeking an Enterprise Customer Success Manager to manage a portfolio of Aspire’s largest enterprise accounts.

You will drive adoption, retention, and expansion, acting as the trusted advisor to executives and coordinating with Sales, Implementation, Support, and Product. You will develop strategic success plans, monitor health signals, and lead business reviews to demonstrate ROI while identifying expansion opportunities and surfacing product feedback.

Qualifications

• 5+ years in customer success, account management, or a related client-facing role.
• 2+ years managing enterprise/strategic accounts.
• Proven track record of driving retention and expansion in SaaS or software.
• Strong executive presence with experience presenting to VP/C-level stakeholders.
• Excellent communication, project management, and problem-solving skills.
• Ability to manage a complex, high-value portfolio with competing priorities.
• Experience with CRM/CS platforms such as Salesforce and Gainsight.

Responsibilities

• Own end-to-end customer relationship for a book of enterprise accounts, primary contact post-implementation.
• Develop and execute strategic success plans aligned to customer goals, driving adoption of core modules.
• Monitor account health, usage, and risk signals; mitigate churn risk.
• Lead regular business reviews (EBRs) with executives to demonstrate ROI.
• Identify and drive expansion opportunities with Sales, including upsell/cross-sell of Aspire products.
• Serve as the voice of the customer to Product/Engineering.
• Collaborate with Support and Implementation to resolve escalations quickly.
• Maintain accurate records, health scores, and forecasts in Gainsight/Salesforce.
• Achieve retention, expansion, and NPS targets.

Skills

Enterprise accounts

SaaS experience

Executive communication

Salesforce

Gainsight

Project management

Churn reduction

Tools

Salesforce

Gainsight

Job description

ServiceTitan, Inc. is seeking an Enterprise Customer Success Manager to manage a portfolio of Aspire’s largest enterprise accounts.

You will drive adoption, retention, and expansion, acting as the trusted advisor to executives and coordinating with Sales, Implementation, Support, and Product. You will develop strategic success plans, monitor health signals, and lead business reviews to demonstrate ROI while identifying expansion opportunities and surfacing product feedback.