Senior Customer Success Manager, Enterprise

Ready to Be a Titan?

At ServiceTitan, we don't just build software; we power the essential workers—the plumbers, electricians, and HVAC technicians—who keep the world running. We partner with the largest, most successful trade service companies in North America, and our Customer Success team is the engine of their continued growth and innovation.

If you are a driven, intelligent, and passionate strategic relationship builder who thrives on solving complex business problems for real, hard-working people, then our Enterprise CS team is where you belong. As an Enterprise Customer Success Manager (CSM), you will be the dedicated, strategic partner for a select portfolio of our high-value, high-touch trades organizations. You will own the long-term relationship, driving adoption, optimizing processes, and maximizing the profound business value our technology delivers.

This is a critical role that directly influences our company's revenue retention, expansion, and client advocacy.

What you'll do:

• Portfolio Management: Actively manage and develop a dedicated portfolio of ~40 Enterprise customer accounts—complex, high-touch trade services companies with sophisticated needs and diverse usage patterns.

• Executive Partnership: Cultivate and maintain senior-level, trusted-advisor relationships (up to the C-Suite) with your customer base, ensuring a consistent, premium, and high-caliber experience.

• Drive Product Value: Become an expert in your clients' businesses. Use strategic consultation to map their goals to our software's capabilities, regularly coaching them on best practices, and driving deep feature adoption.

• Business Consultation: Analyze user engagement data, service trends, and client performance metrics to uncover actionable insights. Translate this data into Executive Business Reviews (EBRs) that demonstrate clear ROI and strategic paths forward.

• Problem Solving & Optimization: Proactively identify roadblocks and areas for operational improvement, solving complex customer challenges with strategic solutions that continually increase the product's long-term value.

• Revenue Retention: Strategically mitigate churn risk by continuously monitoring customer health scores, usage trends, and satisfaction levels. Develop and execute comprehensive win-back or mitigation strategies for at-risk accounts. 

• Growth & Expansion: Systematically organize and segment your accounts to identify and pursue qualified opportunities for up-selling and cross-selling new products and services within the customer base.

• Leadership & Mentorship: Serve as a subject matter expert and trusted resource for new hires and non-Enterprise Success Team members, sharing knowledge to elevate the entire department.

What you'll bring: 

• Experience: 4+ years of combined experience in a client-facing role such as Account Management, Customer Success, or Project Management, ideally supporting B2B SaaS or technology for the Trades/Home Services industry.

• Strategic Acumen: Proven ability to successfully manage a portfolio of complex, high-revenue enterprise accounts, balancing deep relationship building with rigorous, data-driven execution.

• Execution Excellence: Demonstrated capacity to manage multiple projects simultaneously, consistently maintaining meticulous attention to detail in a fast-paced, entrepreneurial environment.

• Data Literacy: Strong analytical skills and interest in leveraging data sets (KPIs, usage patterns) to drive decision-making and articulate business value.

• Confidence & Communication: Exceptional communication and presentation skills, with the ability to deliver information and manage meetings with executive-level confidence and clarity.

• Self-Starter Mentality: Intelligent, quick-thinking, solution-oriented, and a highly adaptable team player with a demonstrated capacity to lead and motivate.

• Travel: Ability to travel nationally less than 20% for key client meetings and conferences.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $104,500 USD - $139,700 USD, and this position is commission-eligible. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits.