Senior Manager, Strategic Customer Success

ServiceTitan

. Manage a team of 8–10 Customer Success Managers to achieve KPIs .

Posted 10/28/2026full-timeRemote • United StatesSenior💰 $168,200 - $269,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing Customer Success teams, focusing on talent development, performance elevation, and achieving measurable business outcomes. Possesses deep expertise in customer retention strategies, project management, and effective communication with C-suite executives.

Highest-signal resume keywords

People Management ExperienceCustomer Success StrategyCoaching And Leadership SkillsBusiness AcumenProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategiesForecasting And Goal ManagementProcess OptimizationROI RealizationCustomer Feedback Synthesis

Soft Skills

Emotional IntelligenceListening SkillsEmpathyCommunication SkillsResilience

Industry Keywords

Customer SuccessAccount ManagementStrategic TeamsEnterprise TeamsC-Suite Relationships

About the role

Key responsibilities & impact

Manage a team of 8–10 Customer Success Managers to achieve KPIs
Coach and develop talent, elevate performance, and grow consultative leaders
Partner with CSMs to execute retention strategies and identify expansion opportunities
Deliver measurable business outcomes for customers
Establish expectations, metrics, and operational rigor
Anticipate risks and guide resolution strategies, engaging executives as needed
Execute strategic priorities at the organizational and company level
Track and communicate progress through reporting and feedback loops with leadership
Partner with Product, Sales, Onboarding, and Support teams
Gather and synthesize customer feedback to influence product strategy
Build customer relationships at the C-suite level
Hire, onboard, and mentor top talent
Work autonomously in a highly dynamic environment to achieve outcomes

Requirements

What you’ll need

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 and expansion motions
Proven success hitting targets and owning team forecasting and goals
Strong coaching and people leadership skills
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
Proactive owner mindset and resilience in navigating ambiguity or challenge
Ability to travel up to 20%

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% dependent coverage
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
Variable commission plan
Equity