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Customer Success Manager
ServiceTitan. Own the end-to-end customer relationship for a portfolio of enterprise accounts .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing enterprise accounts and driving customer retention and expansion within a SaaS environment. Proficient in developing strategic success plans and collaborating cross-functionally to enhance customer satisfaction and achieve business goals.
Highest-signal resume keywords
Customer Success ManagementEnterprise Account ManagementSaaS Retention StrategiesSalesforce ProficiencyGainsight Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementProject ManagementRetention StrategiesExpansion StrategiesData Analysis
Soft Skills
Excellent CommunicationProblem-SolvingInfluencing Senior StakeholdersRelationship Building
Tools & Technologies
SalesforceGainsightAspire Platform
Industry Keywords
SaaSField Service ManagementEnterprise AccountsClient-Facing Role
About the role
Key responsibilities & impact- Own the end-to-end customer relationship for a portfolio of enterprise accounts
- Serve as the primary post-implementation point of contact
- Develop and execute strategic success plans aligned with customer business goals
- Drive adoption of core modules including job costing, production tracking, and invoicing
- Monitor account health, usage, and risk signals
- Identify and mitigate churn risk
- Lead executive business reviews and demonstrate ROI
- Identify and drive upsell and cross-sell opportunities with Sales
- Surface customer feedback and feature requests to Product and Engineering
- Collaborate with Support and Implementation to resolve escalations
- Maintain account records, health scores, and forecasts in Gainsight and Salesforce
- Achieve retention, expansion, and NPS targets
- Build strong customer relationships, improve net revenue retention, reduce churn, and close expansion opportunities
Requirements
What you’ll need- 5+ years of experience in customer success, account management, or a related client-facing role
- At least 2+ years managing enterprise/strategic accounts
- Proven track record of driving retention and expansion within a SaaS or software business
- Experience presenting to and influencing senior stakeholders at VP/C-level
- Excellent communication, project management, and problem-solving skills
- Ability to manage a complex, high-value portfolio with competing priorities
- Experience with CRM/CS platforms such as Salesforce and Gainsight
- Experience in field service management, landscaping, or a related vertical SaaS industry preferred
- Familiarity with the Aspire platform or similar operations/field service software preferred
- Experience working cross-functionally in a scaling SaaS organization preferred
Benefits
Comp & perks- Flexible time off
- Learning and development opportunities
- Comprehensive onboarding program
- Leadership training
- Programs and events
- Bonusly rewards
- Peer-nominated awards
- Company-paid medical, dental, and vision insurance
- 100% employer-paid options and 90% coverage for dependents
- FSA and HSA
- 401(k) match
- Telehealth options, including One Medical memberships
- Parental leave and support
- Up to $20k in fertility services, including 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
- Annual bonus
- Equity
- Holistic suite of benefits