People manage a team of our Customer Success Managers to achieve KPIs around retention, adoption and customer satisfaction, among others
Hire, Recruit, and Train a strong team of Customer Success Managers
Develop future leaders in customer success and around ServiceTitan with demonstrated examples of career development programming resulting in very low voluntary attrition
Deliver the best customer experience and expand net revenue
Manage and resolve customer escalations from our highest value, highest touch customers
Build relationships with key internal stakeholders across various ServiceTitan departments and external customers at the C-suite level
Communicate strategy and vision to the team and build processes to deliver those outcomes
Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes

5+ years of people management experience, preferably with Strategic or Enterprise accounts and teams
Ability to be a Player/Coach by taking a call one second and have a career conversation the next
Proven leadership skills with a track record of motivating others and maintaining high team morale
Deep understanding of what constitutes great customer experience, including specific techniques
A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
Ability to travel up to 20% as conditions are safe according to health officials.

Flextime, recognition, and support for autonomous work: 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.
Holistic health and wellness benefits: 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.
Support for Titans at all stages of life: 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.

Senior Manager, Strategic Customer Success

Key skills