Manager, Customer Success Enterprise

About This Role

Lead and inspire a team of 8-10 Customer Success Managers, serving ServiceTitan's largest customers, and play a critical role in shaping strategies for retention, expansion, and customer satisfaction.

Responsibilities

• Provide consistent coaching, feedback, and career development for Enterprise CSMs
• Partner with CSMs to execute retention strategies and identify opportunities for expansion
• Establish clear expectations, metrics, and operational rigor for the team
• Encourage experimentation and process innovation to improve efficiency and customer experience
• Anticipate risks early and proactively guide resolution strategies
• Set strategic priorities aligned with company OKRs and track progress
• Partner with Product, Sales, Onboarding, and Support teams for a seamless customer journey
• Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement
• Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care

Requirements

• 3+ 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
• 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
• A proactive, solution-oriented mindset and resilience
• Deep understanding of SaaS metrics, retention levers, and customer health management

Qualifications

• 3+ years of people management experience in Customer Success or Account Management within a SaaS environment

Skills

* Required skills

Benefits