Strategic Customer Success Leader - Retention & Growth

ServiceTitan; United States; On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

Flexible time off

Medical, dental, and vision coverage

401(k) match

Fertility coverage

Job summary

ServiceTitan seeks a Manager on the Strategic Customer Success team to lead 8–10 CSMs serving our largest customers. You will shape retention, expansion, and customer satisfaction while fostering growth, ownership, and excellence.

You will coach talent, drive ROI, own renewal/expansion motions, and partner with Product, Sales, Onboarding, and Support to ensure a seamless journey and executive alignment. Willingness to travel up to 20% is expected.

Qualifications

• 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 and expansion motions.
• Proactive, owner mindset with resilience in navigating ambiguity.

Responsibilities

• Lead and inspire a team of 8-10 Customer Success Managers serving top customers.
• Drive retention and expansion strategies to deliver measurable business outcomes.
• Partner with Product, Sales, Onboarding, and Support for a seamless customer journey.
• Set clear expectations, metrics, and operational rigor for CSMs.
• Manage risk by anticipating issues and guiding resolution with executives as needed.
• Recruit, onboard, and mentor top talent while maintaining a culture of trust and accountability.

Skills

People management

Customer Success

Strategic thinking

Communication

Forecasting

Job description

ServiceTitan seeks a Manager on the Strategic Customer Success team to lead 8–10 CSMs serving our largest customers. You will shape retention, expansion, and customer satisfaction while fostering growth, ownership, and excellence.

You will coach talent, drive ROI, own renewal/expansion motions, and partner with Product, Sales, Onboarding, and Support to ensure a seamless journey and executive alignment. Willingness to travel up to 20% is expected.