Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
March 5, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager (Enterprise) at ServiceTitan, you will be at the forefront of empowering the largest and most successful trade service companies in North America to maximize the incredible value of our industry-leading software.
- • You will own and cultivate a portfolio of approximately 35 high-touch, enterprise-level customer accounts, each presenting unique and complex needs that require strategic engagement and tailored solutions.
- • Your primary mission is to ensure these key clients achieve their business objectives by deeply understanding their current product usage, identifying untapped features and services, and proactively coaching them on best practices to drive continuous improvement and value realization.
- • This role demands the cultivation and maintenance of strong, senior-level relationships with your customer accounts, ensuring they consistently receive a premium, high-caliber experience that fosters loyalty and long-term partnership.
- • You will act as a strategic consultant, collaborating closely with customers to solve intricate business challenges with innovative, out-of-the-box solutions, thereby strategically and continually increasing the perceived and actual value of the ServiceTitan platform.
- • All interactions, from initial meetings to ongoing communications, will be conducted with executive-level confidence and professionalism, reflecting the importance of these enterprise relationships.
- • A key aspect of your role will involve proactively identifying opportunities to enhance the overall customer experience, contributing to both product improvements and process optimizations that benefit all ServiceTitan clients.
- • You will leverage user engagement data to derive actionable insights, regularly analyzing key performance indicators (KPIs) to inform your strategies and demonstrate the impact of your efforts.
- • A crucial responsibility includes segmenting ServiceTitan customers effectively to identify and capitalize on strategic up-selling and cross-selling opportunities, contributing directly to company revenue growth.
- • Beyond direct account management, you will serve as a valuable mentor and resource for new hires joining the Customer Success team and provide support to members of the non-Enterprise Success Team, sharing your expertise and best practices.
- • This position offers a unique opportunity to directly influence ServiceTitan's continued success and to play a pivotal role in shaping the future of the service industry through exceptional customer advocacy and strategic account development.
- • You will be instrumental in ensuring our enterprise clients not only adopt but deeply integrate ServiceTitan into their core operations, driving efficiency, profitability, and growth for their businesses.
- • The role requires a proactive approach to client management, anticipating needs and addressing potential issues before they arise, thereby safeguarding client retention and satisfaction.
- • You will be expected to stay abreast of industry trends and best practices within the trades sector to provide relevant and impactful guidance to your clients.
- • By fostering strong partnerships, you will become a trusted advisor, enabling clients to achieve their most ambitious business goals through the strategic application of ServiceTitan's comprehensive suite of solutions.
- • This position is ideal for a self-starter who thrives in a dynamic, fast-paced, and entrepreneurial environment, demonstrating a proven capacity to lead, motivate, and collaborate effectively with diverse stakeholders.
- • You will contribute to a culture of continuous learning and improvement within the Customer Success team, sharing insights and championing innovative approaches to client engagement.
- • The role involves a blend of strategic account planning, proactive outreach, problem-solving, data analysis, and relationship building, all aimed at delivering exceptional outcomes for our enterprise clientele.
- • You will be a key advocate for the customer internally, providing valuable feedback to product, sales, and marketing teams to ensure ServiceTitan continues to meet and exceed the evolving needs of the enterprise market.
- • Ultimately, your success will be measured by your ability to drive customer retention, expansion, and advocacy within your assigned portfolio, contributing significantly to ServiceTitan's overall growth and market leadership.
🎯 Requirements
- • 4+ years of combined experience in account management and/or project management in a customer-facing role, preferably within a SaaS or technology environment.
- • Proven ability to manage multiple complex projects simultaneously with exceptional attention to detail and organizational skills.
- • Demonstrated capacity for strategic thinking, problem-solving, and data analysis, with a strong interest in understanding user engagement and business impact.
- • Excellent communication, interpersonal, and presentation skills, with the ability to build and maintain senior-level relationships and communicate executive-level confidence.
- • Self-starter mentality with a proactive approach, thriving in an entrepreneurial, fast-paced environment and possessing the demonstrated capacity to lead, motivate, and work well with others.
🏖️ Benefits
- • Comprehensive health, dental, and vision insurance with 100% employer-paid options and 90% coverage for dependents.
- • Generous paid time off (Flextime) with ample learning and development opportunities, including leadership training and a robust onboarding program.
- • 401k match, FSA and HSA options, and telehealth services including One Medical membership.
- • Support for life stages including parental leave, up to $20k in fertility services, surrogacy and adoption reimbursement, and on-demand maternity support.
- • Commission-eligible role with potential for significant earnings beyond base salary.
Skills & Technologies
Remote
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.
