ServiceTitan · 1 day ago
Manager, Customer Success Management
United States
Full-time
Hybrid
Mid, Senior Level
$113K/yr - $151K/yr
5+ years expServiceTitan is a company focused on driving value for customers through its product suite. As a Manager of Corporate Customer Success Management, you will oversee a team of Customer Success Managers, ensuring exceptional customer experiences and maximizing value through coaching and strategic planning.
CRMInformation TechnologyOperating SystemsSaaSSoftware
Responsibilities
Team Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
Set and maintain standards for customer success within ServiceTitan that are aspirational and consistently provide our customers the experience they expect and deserve
Coach and motivate team members based on their unique skill sets, maximizing their strengths and engaging in meaningful conversations around growth opportunities
Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness
Ensure for data integrity and accuracy across all platforms and workstreams
Advise on strategic customer engagement plans to drive value and ROI across the Corporate book of business
Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs
Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization
Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner
Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise
Inform the strategy for quarterly plans and goals for the team according to forecasted needs
Manage and document customer escalation calls
Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies. Help develop team members with a focus on continued professional development
Travel: Up to 10% travel required
Qualification
Required
5+ years of experience in customer success or account management roles within the SaaS industry
2+ years of people management experience within a customer facing department
Proven track record of successfully managing and developing high-performing teams
Strong understanding of customer success best practices and methodologies
Excellent communication, interpersonal, and problem-solving skills
Ability to work collaboratively across departments and influence cross-functional teams
Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce)
A customer value, ROI, and business outcome-driven mindset
Analytical mindset with the ability to leverage data to drive decisions
Strong de-escalation and problem-solving skills
Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment
Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
Preferred
Skills in product training, and comfortable 're-selling' the customer on ServiceTitan
Experience in leading customer success teams in a high-growth SaaS environment
Background in developing and implementing customer success frameworks and playbooks
Familiarity with advanced customer success tools and technologies
Demonstrated ability to drive customer advocacy and prior experience managing a BoB
Strong project management skills with experience in leading cross-functional initiatives
Experience in conducting customer health assessments and developing risk mitigation plans
Knowledge of industry trends and best practices in customer success and SaaS
Benefits
Flexible time off with ample learning and development opportunities to continue growing your career.
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.
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
ServiceTitan
ServiceTitan is a software solution that manages operations for businesses in the home service industry, including scheduling and invoicing.
1001-5000 employees
H1B Sponsorship
ServiceTitan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (54)
2024 (49)
2023 (45)
2022 (73)
2021 (64)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
$1.46BKey Investors
Thoma BravoIndex VenturesBattery Ventures
2024-12-12IPO
2022-11-10Series H· $365M
2021-06-30Series G· $200M
Leadership Team
Ara Mahdessian
Co-Founder and CEO
Vahe Kuzoyan
President & Co-Founder
Recent News
Index Ventures
2026-01-05
2025-12-16
Company data provided by crunchbase