About the role
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 Enterprise Customer Success team, you will lead and inspire a team of 8-10 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: Coach and Develop: Provide consistent coaching, feedback, and career development for Enterprise CSMs. Help them build confidence, 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. Innovate and Uplevel: Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across
the team. Manage Risk: Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership. Lead Strategically: Set strategic priorities aligned with company OKRs. Track and communicate progress through reporting and ongoing feedback loops. 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. What you’ll bring: 4+ years of people management experience in Customer Success or Account Management within a SaaS environment Proven success leading Enterprise or Strategic accounts and teams managing large, complex customers 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 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, solution-oriented mindset and resilience in navigating ambiguity or challenge Deep understanding of SaaS metrics, retention levers, and customer health management Passion for technology, curiosity, and a desire to continuously learn and innovate Ability to travel up to 20% as conditions are safe according to health officials.