Senior Manager, Strategic Customer Success

ServiceTitan; United States; Remote; USD 168,000 - 270,000; Full time

Benefits offered by this job

Flexible time off

Leadership development programs

Bonus/recognition programs

Comprehensive health benefits

Job summary

ServiceTitan is seeking a Manager on the Strategic Customer Success team who will lead 8–10 Customer Success Managers for our largest and most strategic customers. You’ll coach, develop talent, and drive retention and expansion with measurable ROI.

This role emphasizes cross‑functional partnership with product, sales, onboarding, and support, with a focus on risk management, culture of accountability, and a human, customer‑obsessed leadership style.

Qualifications

• 3+ years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams.
• Proven experience managing large, complex customers and driving renewal/expansion.
• Strong coaching, leadership, and accountability in a fast-paced environment.

Responsibilities

• Manage a team of 8-10 Customer Success Managers to achieve KPIs.
• Coach and develop talent, elevate performance and grow as consultative leaders.
• Drive retention and expansion: identify opportunities and deliver measurable business outcomes.
• Foster excellence with clear metrics and operational rigor.
• Manage risk by guiding resolution strategies and engaging executives as needed.
• Lead strategically and align with company priorities.
• Cross-functional collaboration with Product, Sales, Onboarding, and Support.
• Champion the customer voice to influence product strategy.
• Recruit, onboard, and mentor top talent while maintaining a culture of passion.

Skills

People management

Renewal & expansion

Coaching

Cross-functional collaboration

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. As a Manager on the Strategic Customer Success team, you will lead and inspire a team of 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 do:

Manage a team of 8-10 Customer Success Managers to achieve KPIs.

Coach and develop talent, 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.

Manage Risk: Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership.

Lead Strategically: Execute against strategic priorities at the org and company level.

Track and communicate progress through reporting and ongoing feedback loops with leadership.

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.

Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes.

What you’ll bring:

• 3+ years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams. Proven experience managing large, complex customers.
• Deep understanding of renewal & expansion motions. Proven success hitting targets and owning team forecasting and goals.
• 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 in the product.
• 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, owner mindset and resilience in navigating ambiguity or challenge.
• Ability to travel up to 20%

Who you are:

• Passionate, driven, and genuinely care about your team and customers.
• A problem solver who thrives in challenges; curious and solution-minded.
• Exceptional organizational chops, with follow through you can count on.
• A true owner - you see it, solve it, and never wait for someone else to go first.

Be 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.

For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $179,900 USD - $269,900 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA. Zone 2: $168,200 USD - $252,200 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.

We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long.

Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses.

While our vision is bold, we always stay humble. Join us. We’re just getting started.

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