ServiceTitan

Senior Customer Success Manager, Enterprise

ServiceTitan

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $104,500 - $139,700 per year

Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • Proactively identify roadblocks and areas for operational improvement, solving complex customer challenges with strategic solutions that continually increase the product's long-term value.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
  • Proven ability to successfully manage a portfolio of complex, high-revenue enterprise accounts, balancing deep relationship building with rigorous, data-driven execution.
  • Demonstrated capacity to manage multiple projects simultaneously, consistently maintaining meticulous attention to detail in a fast-paced, entrepreneurial environment.
  • Strong analytical skills and interest in leveraging data sets (KPIs, usage patterns) to drive decision-making and articulate business value.
  • Exceptional communication and presentation skills, with the ability to deliver information and manage meetings with executive-level confidence and clarity.
  • Intelligent, quick-thinking, solution-oriented, and a highly adaptable team player with a demonstrated capacity to lead and motivate.
  • Ability to travel nationally less than 20% for key client meetings and conferences.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisuser engagement analysisperformance metricsstrategic consultationfeature adoptionproject managementaccount managementB2B SaaSup-sellingcross-selling
Soft Skills
relationship buildingcommunication skillspresentation skillsanalytical skillsproblem-solvingadaptabilityteam playerleadershipattention to detailstrategic thinking