ServiceTitanRemote
Manager, Strategic Customer Success
United States of America
Full Time
2 hours ago
$138,000 - $184,000 USD
H1B Sponsor Likely
Key skills
Customer Success ManagementAccount ManagementStrategic Customer ManagementRenewalExpansion StrategiesTeam CoachingBusiness AcumenProcess OptimizationROI RealizationEmpathyResilienceProject ManagementOwnership MindsetCLeadershipCommunicationCollaborationCustomer SuccessSales
About this role
ServiceTitan is a company dedicated to supporting their customers throughout their growth journey. The Manager of Strategic Customer Success will lead a team of Customer Success Managers, focusing on customer retention, expansion, and satisfaction while fostering a culture of excellence.
Responsibilities:
- 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
Requirements:
- 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
- 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
- A proactive, owner mindset and resilience in navigating ambiguity or challenge
- Ability to travel up to 20%