Manager, Customer Success Management

Ready to be a Titan?

We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and 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.

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

What You'll Do:

• Team Leadership: Lead, coach, and inspire a team of Customer Success Managers to achieve key performance indicators (KPIs) focused on retention, adoption, and customer satisfaction.

• Talent Development: Drive talent acquisition, onboarding, and training for new CSMs. Develop future leaders within the team, creating career development programs that lead to low voluntary attrition and high team morale.

• Strategic Execution: Deliver an exceptional customer experience and drive net revenue retention and expansion. Manage and resolve high-stakes customer escalations, ensuring a positive outcome for our highest-value customers.

• Cross-Functional Collaboration: Build and nurture relationships with key internal stakeholders across Sales, Product, Implementation, and Support to advocate for the customer's needs. You will be a key voice for the customer internally, creating stakeholder alignment and buy-in to improve the customer journey.

• Business Acumen: Communicate strategic vision to the team and build processes to scale those outcomes. You will work collaboratively in a highly dynamic environment and leverage data to make informed decisions and deliver results.

What You'll Bring:

• Leadership Experience: 3+ years of people management experience, preferably leading teams that serve enterprise accounts.

• Coaching & Mentoring: A proven ability to be a coach—jumping on a customer call one minute and having a deep career development conversation the next.

• SaaS Expertise: A deep understanding of what constitutes a great customer experience, with proven techniques for driving product adoption, retention, and expansion.

• Proactive Mindset: A self-starter with a proactive mindset who thrives in a fast-paced environment. You are a passionate leader who takes initiative, identifies problems, and creates solutions.

• Strategic Thinking: A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues.

• Travel: Ability to travel up to 20% as conditions are safe according to health officials.

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 all levels, and other programs and events. Great work is re