Customer Success Manager, Enterprise

🔥 16 hours ago

🏄 California, Connecticut, +7 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $92.6k - $139k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $200M Series G on 2021-06

SaaS • B2B • Marketplace

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Manage a Max Portfolio Own a portfolio of 20 Max customers, executive visibility, and strong growth potential. • Serve as the primary strategic advisor across the Max ecosystem, ensuring alignment to drive measurable business outcomes. • Develop and maintain Executive Success Plans that connect automation strategy, product adoption, and operational KPIs to customer growth goals. • Conduct recurring Executive Business Reviews focused on end-to-end automation, key business performance, and product roadmap. • Proactively identify and mitigate risk, ensuring strong adoption and long-term retention. • Leverage usage data, automation benchmarks, and KPI reporting to deliver data-backed recommendations and expansion strategies. • Conduct strategic onsite visits to strengthen executive relationships and deepen operational understanding. • Facilitate in-person business reviews, automation workshops, and change management. • Observe field operations to identify workflow gaps and automation opportunities. • Partner with customer leadership teams to align frontline execution with executive growth strategy. • Represent Max with executive presence and ensure onsite engagements drive measurable outcomes and next-step accountability. • Help customers operationalize automation into daily workflows to increase stickiness and long-term expansion potential. • Partner closely with the Max Specialists to ensure seamless onboarding, activation, and cross-product integration. • Act as the strategic conduit between Max customers and internal Product teams by surfacing actionable feedback that improves product velocity and customer experience. • Support participation in beta programs and early-access initiatives when aligned to customer strategy and readiness. • Ensure all touchpoints within Max feel cohesive, premium, and outcomes-focused.

🎯 Requirements

• 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in a customer-facing role. • Experience managing high-touch, complex SaaS accounts with executive stakeholders. • Demonstrated ability to drive measurable outcomes such as revenue growth, adoption lift, retention, or expansion. • Strong executive communication skills and ability to confidently facilitate business reviews. • Proven ability to analyze data sets and translate insights into strategic recommendations. • Experience working cross-functionally with product, sales, and/or implementation teams. • Self-starter who thrives in a fast-paced, evolving environment. • Highly organized with strong prioritization and project management skills. • Intelligent, adaptable, and solution-oriented. • ~30% travel nationwide.

🏖️ Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career. • 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. • 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. • 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.