Strategic Customer Success Lead - Growth & Retention

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

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.