Remote Enterprise Customer Success Lead

ServiceTitan, Inc.; Northern (KY); Hybrid; USD 135,000 - 202,000; Full time

Benefits offered by this job

Flex time

Bonusly recognition

Comprehensive health benefits

Job summary

ServiceTitan, Inc. is seeking a Manager on the Enterprise Customer Success team to lead and inspire a group of Customer Success Managers for large, strategic customers. You will drive retention, expansion, and customer satisfaction while fostering growth, ownership, and excellence across the team.

You will coach, scale, and align cross-functional partners to deliver measurable ROI and strong customer partnerships, shaping strategy and outcomes for top accounts in a fast-paced SaaS environment.

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 handling large, complex customers.
• Strong coaching and people leadership skills with a culture of trust 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 balancing multiple priorities.
• Deep understanding of SaaS metrics, retention levers, and customer health management.

Responsibilities

• Coach and develop Enterprise CSMs with consistent feedback and career growth.
• Drive retention and expansion by partnering with CSMs to implement strategies and measure ROI.
• Foster excellence with clear expectations, metrics, and operational rigor across the team.
• Innovate and uplevel processes to improve efficiency, automation, and customer experience.
• Manage risk by early identification and guiding resolution with executive engagement as needed.
• Lead strategically by setting quarterly goals aligned with OKRs and communicating progress.
• Cross-functional collaboration with Product, Sales, Onboarding, and Support to ensure a seamless journey.
• Champion customer voice to influence product strategy and drive continuous improvement.
• Recruit, onboard, and mentor top talent, maintaining a culture of passion and care.

Skills

Leadership

Enterprise accounts

Coaching

Business acumen

Emotional intelligence

Project management

SaaS metrics

Strategic thinking

Job description

ServiceTitan, Inc. is seeking a Manager on the Enterprise Customer Success team to lead and inspire a group of Customer Success Managers for large, strategic customers. You will drive retention, expansion, and customer satisfaction while fostering growth, ownership, and excellence across the team.

You will coach, scale, and align cross-functional partners to deliver measurable ROI and strong customer partnerships, shaping strategy and outcomes for top accounts in a fast-paced SaaS environment.