Customer Success Enterprise Manager

Join ServiceTitan, a leading software platform for the trades. As a Customer Success Enterprise Manager, you will lead a team of Customer Success Managers, drive retention and expansion strategies, foster a culture of excellence, and collaborate cross-functionally. You will have a significant impact on customer satisfaction and long-term partnerships.

• Coaching and developing a team of Customer Success Managers to enhance their performance and career growth.
• Partnering with Customer Success Managers to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers.
• Establishing clear expectations, metrics, and operational rigor to ensure every Customer Success Manager runs their business with precision and accountability.
• If you’re a leader who thrives on coaching high-performing teams, solving complex challenges, and pushing the boundaries of customer experience and innovation, this is where you belong
• A true owner, you see it, solve it, and never wait for someone else to go first
• Exceptional organization and project management capabilities, able to balance multiple priorities with precision
• Curious and always looking for ways to make things better
• Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
• A proactive, solution-oriented mindset and resilience in navigating ambiguity or challenge Deep understanding of SaaS metrics, retention levers, and customer health management
• Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization High emotional intelligence, with strong listening, empathy, and communication skills
• A problem solver who thrives in challenges
• Passionate, driven, and genuinely care about your team and customers
• Proven success leading Enterprise or Strategic accounts and teams managing large, complex customers
• 4+ years of people management experience in Customer Success or Account Management within a SaaS environment
• Passion for technology, curiosity, and a desire to continuously learn and innovate Ability to travel up to 20% as conditions are safe according to health officials. Who you are:
• Detail oriented and organized, with follow through you can count on
• 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