Senior Customer Success Manager, Enterprise

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.

• 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.

• 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.