Senior Manager, Strategic Customer Success at ServiceTitan

Job description

Ready to be a Titan? At ServiceTitan, we accompany our customers every step of the way, from the moment they join us to every milestone of their growth. Our work impacts real people doing real work, and we take that responsibility seriously. We’re passionate, curious, and relentless about driving results for our customers and each other. If you’re a leader who thrives on coaching high-performing teams, solving complex challenges, and pushing the boundaries of customer experience and innovation, this is where you belong. 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. What you'll do: 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. What you’ll bring: • 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% Who you are: • 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. Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional an