[Remote] Senior Manager, Strategic Customer Success

Note: The job is a remote job and is open to candidates in USA. ServiceTitan is hiring a Senior Manager, Strategic Customer Success to lead a team serving its largest and most strategic customers. The role focuses on retention, expansion, customer satisfaction, measurable customer outcomes, and cross-functional alignment.

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

Skills

• 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, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
• 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, able to balance multiple priorities with precision
• A proactive, owner mindset and resilience in navigating ambiguity or challenge

Benefits

• Flexible time off
• Ample learning and development opportunities
• Comprehensive onboarding program
• Leadership training for Titans at all levels
• Other programs and events
• Bonusly
• Peer-nominated awards
• Company-paid medical, dental, and vision, with 100% employer-paid options and 90% coverage for dependents
• FSA and HSA
• 401k match
• Telehealth options, including memberships to One Medical
• 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

Company Overview

Company H1B Sponsorship