Customer Succes Manager, Enterprise

ServiceTitan, Inc.

Job Overview

Location

US Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager, Enterprise – Max, you will manage a curated portfolio of strategic, growth-oriented customers enrolled in Max.
• You will serve as the executive-facing strategic advisor, helping customers translate automation and operational data into measurable business outcomes.
• Max represents our highest level of customer partnership — combining automation strategy, elevated customer success engagement, and measurable growth outcomes into a unified revenue ecosystem.
• You will work closely with dedicated Max Specialists to partner on onboarding, activation, and workflow execution across the platform.
• While the Specialist drives automation implementation, you will own the ideal foundation, strategic alignment, growth planning, executive engagement, and long-term value realization.
• You will own a portfolio of 20 Max customers, executive visibility, and strong growth potential.
• You will serve as the primary strategic advisor across the Max ecosystem, ensuring alignment to drive measurable business outcomes.
• You will develop and maintain Executive Success Plans that connect automation strategy, product adoption, and operational KPIs to customer growth goals.
• You will conduct recurring Executive Business Reviews focused on end-to-end automation, key business performance, and product roadmap.
• You will proactively identify and mitigate risk, ensuring strong adoption and long-term retention.
• You will leverage usage data, automation benchmarks, and KPI reporting to deliver data-backed recommendations and expansion strategies.
• You will conduct strategic onsite visits to strengthen executive relationships and deepen operational understanding.
• You will facilitate in-person business reviews, automation workshops, and change management.
• You will observe field operations to identify workflow gaps and automation opportunities.
• You will partner with customer leadership teams to align frontline execution with executive growth strategy.
• You will represent Max with executive presence and ensure onsite engagements drive measurable outcomes and next-step accountability.
• You will help customers operationalize automation into daily workflows to increase stickiness and long-term expansion potential.
• You will partner closely with the Max Specialists to ensure seamless onboarding, activation, and cross-product integration.
• You will act as the strategic conduit between Max customers and internal Product teams by surfacing actionable feedback that improves product velocity and customer experience.
• You will support participation in beta programs and early-access initiatives when aligned to customer strategy and readiness.
• You will ensure all touchpoints within Max feel cohesive, premium, and outcomes-focused.

🎯 Requirements

• 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in a customer-facing role.
• Experience managing high-touch, complex SaaS accounts with executive stakeholders.
• Demonstrated ability to drive measurable outcomes such as revenue growth, adoption lift, retention, or expansion.
• Strong executive communication skills and ability to confidently facilitate business reviews.
• Proven ability to analyze data sets and translate insights into strategic recommendations.
• Experience working cross-functionally with product, sales, and/or implementation teams.
• Self-starter who thrives in a fast-paced, evolving environment.
• Highly organized with strong prioritization and project management skills.
• Intelligent, adaptable, and solution-oriented.
• ~30% travel nationwide.

🏖️ Benefits

• Flextime, recognition, and support for autonomous work.
• Holistic health and wellness benefits.
• Support for Titans at all stages of life.
• Fair and equitable compensation.
• Variable commission plan.
• Equity.
• Holistic suite of benefits.

Skills & Technologies

Remote

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ServiceTitan, Inc.

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About ServiceTitan, Inc.

ServiceTitan provides cloud-based business management software for residential and commercial contractors in plumbing, HVAC, electrical, and other trades. Its platform integrates customer relationship management, scheduling, dispatching, invoicing, payments, marketing analytics, inventory management, and field workforce mobile applications. The system connects office teams with field technicians, automates service workflows, and offers real-time performance reporting, aiming to improve operational efficiency and revenue for home-service businesses.

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