Senior Customer Success Manager, Enterprise

ServiceTitan is a company that powers essential workers in the trades industry. They are seeking a Senior Customer Success Manager to manage a portfolio of high-value customer accounts, ensuring long-term relationships and driving product adoption to maximize business value.

Responsibilities:

• 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