[Hiring] Senior Manager, Strategic Customer Success @ServiceTitan

Role Description

As a Manager on the Strategic Customer Success team, you will lead and inspire a team of Customer Success Managers serving some of ServiceTitan’s largest and most strategic customers. You’ll play a critical role in shaping our strategy for retention, expansion, and customer satisfaction, while fostering a culture of growth, ownership, and excellence. Your focus will be on empowering your team to deliver measurable ROI, drive deep product adoption, and strengthen long-term partnerships with customers.

• Manage a team of 8-10 Customer Success Managers to achieve KPIs.
• Coach and develop talent, elevate performance and grow as consultative leaders for their customers.
• Drive Retention and Expansion: Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers.
• Foster Excellence: Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability.
• Manage Risk: Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership.
• Lead Strategically: Execute against strategic priorities at the org and company level. Track and communicate progress through reporting and ongoing feedback loops with leadership.
• Cross-Functional Collaboration: Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment.
• Champion the Customer Voice: Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement. Build customer relationships at the C-suite level.
• Recruit and Scale: Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.
• Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes.

Qualifications

• 3+ years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams.
• Proven experience managing large, complex customers.
• Deep understanding of renewal & expansion motions.
• Proven success hitting targets and owning team forecasting and goals.
• Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability.
• Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization in the product.
• High emotional intelligence, with strong listening, empathy, and communication skills.
• Exceptional organization and project management capabilities, able to balance multiple priorities with precision.
• A proactive, owner mindset and resilience in navigating ambiguity or challenge.
• Ability to travel up to 20%.

Requirements

• Passionate, driven, and genuinely care about your team and customers.
• A problem solver who thrives in challenges; curious and solution-minded.
• Exceptional organizational chops, with follow through you can count on.
• A true owner - you see it, solve it, and never wait for someone else to go first.

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.
• 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, 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.