Strategic CSM Leader: Retention & Growth

ServiceTitan, Inc.; California; Sur place; USD 180 000 - 270 000; Plein temps

Avantages offerts par ce poste

Flexible time off

Leadership training

Bonusly rewards

Equity

Company-paid medical/dental/vision

401k match

Fertility support

Résumé du poste

ServiceTitan, Inc. is seeking a Manager for Strategic Customer Success to lead a team of 8–10 CSMs, drive retention and expansion, and partner with product and sales to deliver measurable ROI for strategic customers.

The role emphasizes coaching, governance, and high accountability in a dynamic, growth-focused environment. You will shape customer strategies, mentor leaders, and maintain a strong customer relationship at the executive level, while navigating a fast-paced tech platform used by

Qualifications

• 3+ years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams.
• Proven renewal and expansion motions, targets, and forecasting.
• Strong coaching, leadership, and collaboration skills.
• Excellent business acumen and ROI-focused consulting ability.
• High emotional intelligence, listening and communication skills.

Responsabilités

• 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 by partnering with CSMs to execute strategies and deliver outcomes.
• Establish metrics and operational rigor; ensure accountability across the team.
• Proactively manage risks and engage with executives to align and partner.
• Lead strategically with cross-functional collaboration across product, sales, onboarding, and support.
• Champion the customer voice and influence product strategy.
• Recruit, onboard, and mentor top talent while maintaining a passionate, curious culture.

Connaissances

People management

Strategic/Enterprise CS

Renewal & expansion optimization

Coaching/leadership

Business acumen

Description du poste

ServiceTitan, Inc. is seeking a Manager for Strategic Customer Success to lead a team of 8–10 CSMs, drive retention and expansion, and partner with product and sales to deliver measurable ROI for strategic customers.

The role emphasizes coaching, governance, and high accountability in a dynamic, growth-focused environment. You will shape customer strategies, mentor leaders, and maintain a strong customer relationship at the executive level, while navigating a fast-paced tech platform used by