Manager, Customer Success Enterprise

ServiceTitan is focused on transforming the green industry with a dedicated team of innovators. The Manager, Customer Success Enterprise will lead the Enterprise Customer Success team, ensuring that large and strategic customers realize meaningful value from the Aspire platform while managing a team of Customer Success Managers.

Responsibilities:

• Own the success and performance of Aspire’s Enterprise and Strategic customer segment, ensuring customers consistently realize meaningful value from the platform
• Lead a team of Enterprise CSMs responsible for proactive account management, executive engagement, and outcome-driven adoption strategies
• Serve as a trusted escalation point for complex customer situations, partnering with customers and internal teams to resolve issues quickly and effectively
• Hire, onboard, develop, and retain a high-performing team of Enterprise CSMs
• Coach CSMs to operate as strategic advisors - able to understand customer business models, identify opportunities for improvement, and clearly articulate Aspire’s value
• Set clear expectations, provide frequent and candid feedback, and hold a high bar for performance and accountability
• Foster a culture of trust, ownership, and continuous improvement where team members feel supported and challenged to do their best work
• Translate Customer Success strategy into clear execution for the Enterprise team, including account planning, engagement models, and success metrics
• Own key operational KPIs for your segment (e.g., customer health, adoption, retention, executive engagement) and take action when performance deviates from expectations
• Partner with your Director to identify trends, risks, and opportunities across the Enterprise portfolio and help shape improvements to Success processes and tooling
• Act as a strong advocate for Enterprise customers internally, ensuring their feedback and needs are clearly represented across Product, Sales, Support, and Implementation
• Partner closely with Product and Engineering to surface insights from Enterprise customers that inform roadmap prioritization and product enhancements

Requirements:

• 6+ years of experience in Customer Success, Account Management, or related customer-facing roles in a B2B SaaS environment
• Prior experience managing or mentoring customer-facing teams, ideally supporting enterprise or strategic accounts
• Strong understanding of how customers derive value from SaaS products and how adoption, engagement, and outcomes drive retention and growth
• Experience working with executive stakeholders and navigating complex customer organizations
• Deeply customer-centric - you seek to understand customers' goals, pressures, and constraints and advocate relentlessly for their success
• Results-driven and accountable - you define clear outcomes, track progress, and take ownership for delivering results
• Comfortable operating in ambiguity, making sound decisions with imperfect information, and moving quickly when it matters
• Strong communicator who can influence across levels, give and receive candid feedback, and build trust with customers and teammates alike