Customer Success Manager, Enterprise

ServiceTitan is a company focused on providing automation solutions for contractors. As a Customer Success Manager for their Max program, you will manage a portfolio of strategic customers, ensuring they achieve measurable business outcomes through automation and operational data.

Responsibilities:

• Own a portfolio of 20 Max customers, executive visibility, and strong growth potential
• Serve as the primary strategic advisor across the Max ecosystem, ensuring alignment to drive measurable business outcomes
• Develop and maintain Executive Success Plans that connect automation strategy, product adoption, and operational KPIs to customer growth goals
• Conduct recurring Executive Business Reviews focused on end-to-end automation, key business performance, and product roadmap
• Proactively identify and mitigate risk, ensuring strong adoption and long-term retention
• Leverage usage data, automation benchmarks, and KPI reporting to deliver data-backed recommendations and expansion strategies
• Conduct strategic onsite visits to strengthen executive relationships and deepen operational understanding
• Facilitate in-person business reviews, automation workshops, and change management
• Observe field operations to identify workflow gaps and automation opportunities
• Partner with customer leadership teams to align frontline execution with executive growth strategy
• Represent Max with executive presence and ensure onsite engagements drive measurable outcomes and next-step accountability
• Help customers operationalize automation into daily workflows to increase stickiness and long-term expansion potential
• Partner closely with the Max Specialists to ensure seamless onboarding, activation, and cross-product integration
• Act as the strategic conduit between Max customers and internal Product teams by surfacing actionable feedback that improves product velocity and customer experience
• Support participation in beta programs and early-access initiatives when aligned to customer strategy and readiness
• Ensure all touchpoints within Max feel cohesive, premium, and outcomes-focused

Requirements:

• 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in a customer-facing role
• Experience managing high-touch, complex SaaS accounts with executive stakeholders
• Demonstrated ability to drive measurable outcomes such as revenue growth, adoption lift, retention, or expansion
• Strong executive communication skills and ability to confidently facilitate business reviews
• Proven ability to analyze data sets and translate insights into strategic recommendations
• Experience working cross-functionally with product, sales, and/or implementation teams
• Self-starter who thrives in a fast-paced, evolving environment
• Highly organized with strong prioritization and project management skills
• Intelligent, adaptable, and solution-oriented
• ~30% travel nationwide