Senior Manager, Strategic Customer Success

Ready to be a Titan?
We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard-working people, love technology, aren't afraid of a challenge or two and have a desire to push yourself to your maximum potential, our CS team is where you belong.

As a Manager on ServiceTitan’s Strategic Customer Success team, you will support a passionate and creative group of Customer Success Managers to provide an exceptional experience for ServiceTitan’s Strategic Accounts (franchise systems and select multi-location enterprise customers). In this role, you will be a critical member of our Success Management team and will help shape ServiceTitan’s strategy for retention, adoption, and customer satisfaction.

What you'll do:

• People manage a team of our Customer Success Managers to achieve KPIs around retention, adoption and customer satisfaction, among others

• Hire, Recruit, and Train a strong team of Customer Success Managers

• Develop future leaders in customer success and around ServiceTitan with demonstrated examples of career development programming resulting in very low voluntary attrition

• Deliver the best customer experience and expand net revenue

• Manage and resolve customer escalations from our highest value, highest touch customers

• Build relationships with key internal stakeholders across various ServiceTitan departments and external customers at the C-suite level

• Communicate strategy and vision to the team and build processes to deliver those outcomes

• Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes

What you'll bring: 

• 5+ years of people management experience, preferably with Strategic or Enterprise accounts and teams

• Ability to be a Player/Coach by taking a call one second and have a career conversation the next

• Proven leadership skills with a track record of motivating others and maintaining high team morale

• Deep understanding of what constitutes great customer experience, including specific techniques

• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues

• Ability to travel up to 20% as conditions are safe according to health officials

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 
Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: 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, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $168,200 USD - $224,900 USD, and this position is commission-eligible. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits.