Manager, Customer Success Enterprise

About the Role

As Manager of the Enterprise Customer Success team, you will lead 8‑10 Customer Success Managers serving ServiceTitan’s largest and most strategic accounts. The role is critical for shaping retention, expansion, and customer satisfaction strategy while fostering a culture of growth, ownership, and excellence. Your team will deliver measurable ROI, drive deep product adoption, and strengthen long‑term partnerships. You will set clear expectations, metrics, and operational rigor, encourage experimentation and process innovation, and proactively manage risk. Strategic priorities will be aligned with company OKRs, with progress tracked through reporting and feedback loops. Cross‑functional partnership with Product, Sales, Onboarding, and Support ensures a seamless customer journey. • Coach and develop Enterprise CSMs with consistent feedback and career growth opportunities • Partner with CSMs to execute retention strategies and identify expansion opportunities • Establish clear expectations, metrics, and operational rigor for precise business management • Drive experimentation and process innovation to improve efficiency and customer experience • Anticipate and mitigate risks, guiding resolution with executive alignment • Set strategic priorities aligned with company OKRs and track progress through reporting • Collaborate cross‑functionally with Product, Sales, Onboarding, and Support for seamless journeys • Capture and synthesize customer feedback to influence product strategy and advocate improvements • Build C‑suite relationships and champion the customer voice • Recruit, onboard, and mentor top talent while fostering a culture of passion and curiosity

Key Responsibilities

• ▸coaching
• ▸retention
• ▸metrics
• ▸process innovation
• ▸risk mitigation
• ▸okr reporting

What You Bring

The ideal candidate has 3+ years of people‑management experience in SaaS Customer Success or Account Management, strong coaching skills, high emotional intelligence, and deep knowledge of SaaS metrics and retention levers. They are proactive, solution‑oriented, detail‑oriented, and comfortable traveling up to 20% when safe. • 3+ years of people management experience in SaaS Customer Success or Account Management • Proven success leading enterprise or strategic accounts and managing large, complex customers • Strong coaching and leadership skills that inspire trust, collaboration, and accountability • Excellent business acumen with ability to consult on ROI, process optimization, and best practices • High emotional intelligence with strong listening, empathy, and communication abilities • Exceptional organization and project‑management skills handling multiple priorities with precision • Proactive, solution‑oriented mindset and resilience in ambiguous or challenging situations • Deep understanding of SaaS metrics, retention levers, and customer health management • Ability to travel up to 20% as conditions allow

Requirements

• ▸people management
• ▸coaching
• ▸emotional intelligence
• ▸project management
• ▸saas metrics
• ▸solution oriented

Benefits

Compensation includes a base salary of $113,100‑$151,300 (US) with commission eligibility, equity, and a comprehensive benefits suite such as flexible time off, health coverage, 401k match, parental and fertility support, pet insurance, and numerous wellness and financial resources. • Flexible time off, flextime, and support for autonomous work • Leadership training, comprehensive onboarding, and continuous learning opportunities • Recognition programs such as Bonusly and peer‑nominated awards • Company‑paid medical, dental, and vision coverage with 100% employer paid options • FSA, HSA, 401k match, and telehealth with One Medical membership • Parental leave, up to $20k in fertility services, surrogacy, and adoption reimbursement • Maven maternity support and free breast‑milk shipping • Pet insurance, legal advisory services, and financial planning tools • Competitive salary range $113,100‑$151,300 (US) plus commission eligibility, equity, and benefits

Work Environment

Hybrid