Manager, Customer Success Enterprise

ServiceTitan, Inc.; California (MO); On-site; USD 135,000 - 202,000; Full time

Benefits offered by this job

Flexible time off

Comprehensive health benefits

Parental leave program

Equity and bonuses

Learning & development opportunities

Job summary

ServiceTitan, Inc. is seeking a Manager on the Enterprise Customer Success team to lead a group of 8 CSMs serving large strategic accounts.

The role focuses on coaching, retention, and expansion, while aligning with company OKRs and cross-functional teams to deliver measurable ROI for customers. You’ll partner with Product, Sales, Onboarding, and Support to ensure a seamless customer journey and long-term partnerships.

Qualifications

• 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, motivating others to perform at their best.

Responsibilities

• Coach and develop Enterprise CSMs with consistent feedback and career development.
• Drive retention and expansion by partnering with CSMs to identify opportunities and deliver outcomes.
• Establish clear expectations and metrics to ensure precision and accountability across the team.
• Encourage experimentation and process innovation to improve efficiency and customer experience.
• Anticipate risks and guide resolution strategies with executive alignment as needed.
• Set quarterly goals and strategic priorities aligned with company OKRs; report progress.
• Partner with Product, Sales, Onboarding, and Support for a seamless customer journey.
• Recruit, onboard, and mentor top talent while maintaining a culture of care.

Skills

Leadership

Customer Success

SaaS

Coaching

Strategic account management

Education

Bachelor's degree or equivalent in business/related field

Tools

CRM systems

Data & analytics

Job description

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.The RoleAs a Manager on the Enterprise Customer Success team, you will lead and inspire a team of 8 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.What You’ll DoCoach 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 quarterly goals and 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.Recruit and Scale: Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.What You’ll Bring3+ years of leadership experience in Customer Success or Account Management within a SaaS environmentProven success leading Enterprise or Strategic accounts and teams managing large, complex customersStrong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountabilityExcellent business acumen and ability to consult on best practices, process optimization, and ROI realizationHigh emotional intelligence, with strong listening, empathy, and communication skillsExceptional organization and project management capabilities, able to balance multiple priorities with precisionA proactive, solution-oriented mindset and resilience in navigating ambiguity or challengeDeep understanding of SaaS metrics, retention levers, and customer health managementPassion for technology, curiosity, and a desire to continuously learn and innovateWho You ArePassionate, driven, and genuinely care about your team and customerCurious and always looking for ways to make things betterA problem solver who thrives in challengesDetail oriented and organized, with follow through you can count onA true owner, you see it, solve it, and never wait for someone else to go firstBe Human With Us:Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.Use of AI Technology:We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.What We Offer:When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: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.At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $134,500 USD - $201,700 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $125,700 USD - $188,500 USD Applicable for: All other US locations. This role is also eligible for a variable commission plan. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary and variable commission, our total compensation package includes equity, and a holistic suite of benefits.