Senior Manager, Customer Success Enterprise

📋 Description

• • As a Senior Manager, Customer Success Enterprise at ServiceTitan, you will lead and inspire a team of 8-10 Customer Success Managers serving some of the company’s largest and most strategic customers in the residential in-home trades sector. You will play a critical role in shaping strategy for retention, expansion, and customer satisfaction while fostering a culture of growth, ownership, and excellence.
• • Your day-to-day responsibilities include coaching and developing Enterprise CSMs through consistent feedback and career development, driving retention and expansion by identifying growth opportunities, establishing clear metrics and operational rigor, encouraging process innovation, proactively managing risks, setting strategic priorities aligned with company OKRs, collaborating cross-functionally with Product, Sales, Onboarding, and Support teams, championing the customer voice to influence product strategy, and recruiting, onboarding, and mentoring top talent.
• • You will be part of ServiceTitan’s Enterprise Customer Success team, which is dedicated to accompanying customers from onboarding through every milestone of growth, impacting real people doing real work. The company is passionate, curious, and relentless about driving results for customers and each other, operating with a strong sense of responsibility and commitment to excellence.
• • In this role, you will develop advanced leadership and strategic thinking skills, deepen your expertise in SaaS metrics and customer health management, enhance your ability to drive measurable ROI and product adoption at scale, and grow your influence in shaping product strategy through customer insights. You will also build executive-level relationships and gain experience in scaling high-performing teams within a fast-growing, innovative SaaS environment.