Enterprise CSM — Retention & Expansion

Socket.dev; California (MO); Hybrid; USD 87,000 - 140,000; Full time

Benefits offered by this job

Flextime

Health and wellness benefits

Parental leave and fertility support

Job summary

ServiceTitan is hiring an Enterprise Customer Success Manager for Aspire, its field service management platform for landscaping and lawn care. You will own a portfolio of the largest enterprise accounts, drive product adoption, retention, and expansion, and act as the trusted advisor to stakeholders across Sales, Implementation, Support, and Product.

You will develop strategic success plans, monitor health signals, lead executive business reviews, and surface product feedback to drive ROI while

Qualifications

• 5+ years of experience in customer success, account management, or a related client-facing role, with at least 2+ years managing enterprise/strategic accounts.
• Proven track record of driving retention and expansion within a SaaS or software business.
• Strong executive presence with experience presenting to and influencing senior stakeholders (VP/C-level).
• 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 the end-to-end customer relationship for a book of enterprise accounts, serving as the primary point of contact post-implementation.
• Develop and execute strategic success plans aligned to each customer's business goals, driving adoption of core modules (job costing, production tracking, invoicing, etc.).
• Monitor account health, usage, and risk signals; proactively identify and mitigate churn risk.
• Lead regular business reviews (EBRs) with executive stakeholders to demonstrate ROI and strengthen the partnership.
• Identify and drive expansion opportunities in partnership with Sales, including upsell and cross-sell of additional Aspire products.
• Serve as the voice of the customer internally, surfacing product feedback and feature requests to Product and Engineering.
• Collaborate with Support and Implementation teams to resolve escalations quickly and ensure a seamless customer experience.
• Maintain accurate account records, health scores, and forecasts in Gainsight/Salesforce.
• Achieve retention, expansion, and NPS targets for the assigned book of business.

Skills

Customer success

Enterprise accounts

SaaS

Executive communication

CRM systems

Tools

Salesforce

Gainsight

Job description

ServiceTitan is hiring an Enterprise Customer Success Manager for Aspire, its field service management platform for landscaping and lawn care. You will own a portfolio of the largest enterprise accounts, drive product adoption, retention, and expansion, and act as the trusted advisor to stakeholders across Sales, Implementation, Support, and Product.

You will develop strategic success plans, monitor health signals, lead executive business reviews, and surface product feedback to drive ROI while