Lead Customer Success Manager, Strategic

Ready to be a Titan?
As a Lead Customer Success Manager, Strategic Accounts, you’ll manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). You’ll create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end users.
The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs.


What you'll do:

• Own and expand executive relationships within the C-suite and senior leadership of strategic accounts, acting as a trusted business partner.

• Drive strategic account strategy, including joint success planning, executive alignment, growth forecasting, and outcome-based reporting.

• Serve as a strategic consultant, creating opportunities for accounts to realize digital transformation, operational efficiency, and scaled growth.

• Lead executive business reviews, presenting insights, product roadmap alignment, and ROI metrics that tie directly to business outcomes.

• Partner cross-functionally with Product, Engineering, Marketing, and Sales to shape the customer journey and inform ServiceTitan’s product evolution based on enterprise needs.

• Mentor and coach other CSMs, providing guidance on executive engagement, customer advocacy, and strategic thinking. Champion organizational change within customer environments to support the adoption of new workflows, processes, and technologies.

• Identify and mitigate risk proactively, resolving roadblocks with strategic conviction and data-backed recommendations.

• Influence internal leadership by representing the voice of the customer in strategic planning discussions and executive decision-making forums.

• Drive strategic programs, pilots, or playbooks that raise the standard of excellence across the Customer Success organization.

Qualifications:

• 8–10+ years of experience in Customer Success, Strategic Account Management, Management Consulting, or Enterprise SaaS, with proven success transforming complex, multi-stakeholder customer relationships.

• Demonstrated ability to advise C-level executives and senior leaders in enterprise organizations with a consultative and solutions-oriented approach.

• Experience driving organizational change, digital transformation, and technology adoption at scale.

• Strong business acumen and data fluency — able to present compelling insights and justify decisions using metrics and business impact.

• Track record of building and scaling strategic success programs for large, high-value accounts.

• Ability to navigate ambiguity with clarity, identify patterns across accounts, and translate insights into repeatable strategies.

• Exceptional communication, facilitation, and storytelling skills — equally adept at executive boardrooms and hands-on collaboration with field teams.

• A strategic mindset with tactical execution skills — comfortable toggling between vision and action.

• Passion for mentoring, elevating team performance, and contributing to a strong, values-driven culture.

• Willingness to travel up to 15% to support strategic customer engagements and in-person executive alignment.

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 we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at