Manager, Customer Success Enterprise

ServiceTitan is a SaaS company focused on helping customers grow through technology and customer-centric solutions. The Manager on the Enterprise Customer Success team will lead and develop a team of eight Customer Success Managers, driving retention, expansion, product adoption, and customer satisfaction. The role also involves strategic planning, risk management, cross-functional collaboration, and recruiting.

Responsibilities:

• Provide consistent coaching, feedback, and career development for Enterprise CSMs. Help them build confidence, elevate performance, and grow as consultative leaders for their customers
• Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers
• Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability
• Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team
• Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership
• Set quarterly goals and strategic priorities aligned with company OKRs. Track and communicate progress through reporting and ongoing feedback loops
• Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment
• 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 leadership 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