[Hiring] Enterprise Customer Success Manager @ServiceTitan

Role Description

Aspire, ServiceTitan's field service management platform for the landscaping and lawn care industry, is hiring an Enterprise Customer Success Manager (CSM). This role owns a portfolio of Aspire's largest and most strategic enterprise accounts, driving product adoption, retention, and expansion while serving as the primary trusted advisor to key stakeholders. The Enterprise CSM partners cross-functionally with Sales, Implementation, Support, and Product to ensure enterprise customers realize maximum value from the Aspire platform.

• Own the end-to-end customer relationship for a book of enterprise accounts, serving as the primary point of contact post-implementation.
• Develop and execute strategic success plans aligned to each customer's business goals, driving adoption of core modules (job costing, production tracking, invoicing, etc.).
• Monitor account health, usage, and risk signals; proactively identify and mitigate churn risk.
• Lead regular business reviews (EBRs) with executive stakeholders to demonstrate ROI and strengthen the partnership.
• Identify and drive expansion opportunities in partnership with Sales, including upsell and cross-sell of additional Aspire products.
• Serve as the voice of the customer internally, surfacing product feedback and feature requests to Product and Engineering.
• Collaborate with Support and Implementation teams to resolve escalations quickly and ensure a seamless customer experience.
• Maintain accurate account records, health scores, and forecasts in Gainsight/Salesforce.
• Achieve retention, expansion, and NPS targets for the assigned book of business.

Qualifications

• 5+ years of experience in customer success, account management, or a related client-facing role, with at least 2+ years managing enterprise/strategic accounts.
• Proven track record of driving retention and expansion within a SaaS or software business.
• Strong executive presence with experience presenting to and influencing senior stakeholders (VP/C-level).
• Excellent communication, project management, and problem-solving skills.
• Ability to manage a complex, high-value portfolio with competing priorities.
• Experience with CRM/CS platforms such as Salesforce and Gainsight.

Preferred Qualifications

• Experience in field service management, landscaping, or a related vertical SaaS industry.
• Familiarity with the Aspire platform or similar operations/field service software.
• Experience working cross-functionally in a scaling SaaS organization.

What Success Looks Like

• Strong net revenue retention and low churn across the assigned enterprise book.
• High customer satisfaction (NPS) and deep, multi-threaded relationships within accounts.
• Consistent identification and closure of expansion opportunities.
• Customers viewing Aspire as a strategic, indispensable partner to their business.

Benefits

• Flextime, recognition, and support for autonomous work.
• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program and leadership training for Titans at all levels.
• 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.