Customer Success Manager, Enterprise

Customer Success Manager, Enterprise Max

As a Customer Success Manager, Enterprise Max, you will manage a curated portfolio of strategic, growth-oriented customers enrolled in Max. You will serve as the executive-facing strategic advisor, helping customers translate automation and operational data into measurable business outcomes.

Max represents our highest level of customer partnership combining automation strategy, elevated customer success engagement, and measurable growth outcomes into a unified revenue ecosystem.

Max is not a product bundle it is a structured, outcomes-driven growth experience for our most forward-thinking customers focused on end-to-end automation to drive more leads, higher booking rate and increased average ticket.

You will work closely with dedicated Max Specialists to partner on onboarding, activation, and workflow execution across the platform. While the Specialist drives automation implementation, you will own the ideal foundation, strategic alignment, growth planning, executive engagement, and long-term value realization.

If you are passionate about helping contractors scale through automation, thrive in high-visibility and high-stakes environments, and want to shape the future of ServiceTitan the Max team is where you belong.

What You'll Do:

• Manage a Max Portfolio
• 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.

• Onsite Executive Engagement & Field Partnership
• 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.

• Deliver an Elevated Max Experience
• 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.

What You'll Bring:

• 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.

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:

• 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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations. This role is also eligible for a variable commission plan. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary and variable commission, our total compensation package includes equity, and a holistic suite of benefits.