Manager, Customer Success Enterprise

📋 Description

• • Lead and inspire a team of 8–10 Enterprise Customer Success Managers serving ServiceTitan’s largest and most strategic customers.
• • Coach CSMs with consistent feedback and career development to build confidence, elevate performance, and grow as consultative leaders for customers.
• • Drive customer retention and expansion by partnering with CSMs to execute strategies that deliver measurable business outcomes and deepen product adoption.
• • Establish clear expectations, metrics, and operational rigor to ensure accountability and precision in every CSM’s customer management approach.
• • Innovate team processes by encouraging experimentation, automation, and efficiency improvements to enhance customer experience and reduce friction.
• • Proactively identify and mitigate customer risks, guiding resolution strategies and escalating to executives when necessary to maintain alignment and trust.
• • Set strategic priorities aligned with company OKRs and track progress through data-driven reporting and continuous feedback loops.
• • Collaborate cross-functionally with Product, Sales, Onboarding, and Support teams to ensure a seamless, unified customer journey across all touchpoints.
• • Champion the customer voice by synthesizing feedback to influence product strategy and advocate for continuous improvement at the executive level.
• • Build and maintain high-level relationships with C-suite customers to strengthen partnerships and ensure long-term satisfaction.
• • Recruit, onboard, and mentor top-tier talent to scale the Enterprise Customer Success team while preserving a culture of passion, curiosity, and care.
• • Monitor and optimize SaaS metrics including retention levers, customer health scores, and expansion opportunities to drive revenue growth and reduce churn.
• • Balance multiple strategic initiatives with precision, demonstrating exceptional organization and project management skills in a fast-paced environment.
• • Travel up to 20% when safe and permitted by health guidelines to meet with enterprise customers and support team development.
• • Foster a culture of ownership, accountability, and collaboration where team members are empowered to solve problems proactively and without waiting for direction.
• • Act as a bridge between customer needs and internal teams, translating feedback into actionable insights that improve both product and service delivery.
• • Promote a growth mindset across the team by encouraging continuous learning, innovation, and adaptation to evolving customer expectations and market dynamics.