Manager, Customer Success Enterprise

Ready to be a Titan?

We accompany our customers every step of the way from the moment they partner with us. We bring passion to what we do every day because what we do matters to real people. We build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.

Manager, Customer Success - Enterprise

As a Manager on ServiceTitan’s Enterprise Customer Success team, you will support a passionate and creative group of Success Managers to provide an exceptional experience for our Enterprise Commercial companies. In this role, you will be a critical member of our Success Leadership team and will help shape ServiceTitan’s strategy for retention, adoption, and customer satisfaction.

What you'll do:

• Build a strong team environment and relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers

• Equip every Enterprise Success Manager with the fundamental role clarity, knowledge, skills, processes and tools to deliver the best possible outcomes, achieve their goals and OKRs and managing escalations or key initiatives for at-risk customers as needed

  • Consistently provide coaching, feedback and opportunities for learning, practice, experimentation and exposure so they can develop themselves and the team to be significantly better than they were before their start date

  • Continue the growth of your team by interviewing and hiring Success Managers to fit with ServiceTitan in clear demonstration of cultural characteristics and competencies and anticipate needs with succession or transition plans in mind

• Manage and document customer escalation calls

• Establish the strategy, quarterly plans and goals for the Enterprise team according to forecasted needs

• Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise

• Empower team engagement and alignment through weekly 1:1s, progress reports, goal tracking

• Manage other strategic initiatives related to the Enterprise team and other Success team initiatives as needed

• Track, measure and report on the value you bring to ServiceTitan, its customers and the Success team

What you'll bring:

• 3+ years Customer Success Management experience

• Relevant work experience in SaaS account, Customer Success Management or a related field in software and technology (experience in the Home Services industry a plus!)

• Proven leadership skills; track record of motivating others and maintaining high team morale

• Excellent emotional intelligence, patience and active listening skills

• Respected by peers and direct reports; someone others love to work with and for

• Handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions

• Deep understanding of what constitutes great customer service, including specific techniques

• Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail

• Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning

• Familiarity with SaaS business models a plus

• Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”

• Willingness and desire to proudly represent the ServiceTitan brand

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how w