Manager, Customer Success Enterprise
Core
Lead and inspire a team of 8-10 Customer Success Managers serving ServiceTitan's largest and most strategic enterprise customers to drive retention, expansion, and satisfaction.
Role type
Senior IC Manager, Enterprise Customer Success
Builds
Customer success strategy, team performance, and long-term partnerships for enterprise SaaS clients
Domain
SaaS / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People management, coaching, strategic account leadership, business acumen, SaaS metrics, project management, cross-functional collaboration, C-suite relationship building, recruitment
Preferred skills
Process innovation, automation, emotional intelligence, problem-solving, adaptability
Technologies
SaaS platforms, AI-assisted tools, reporting systems
Responsibilities
Coach and develop Enterprise CSMs, drive retention and expansion strategies, establish operational rigor and metrics, foster process innovation, manage risk and resolve complex issues, set strategic priorities aligned with OKRs, partner with Product/Sales/Support teams, synthesize customer feedback for product strategy, recruit and scale the team
Seniority
Manager, hands-on leadership