Lead Customer Success Manager, ServiceTitan
Strategic
$136.6-182.6k
+ Annual bonus & equity
More information about location
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
$136.6-182.6k
+ Annual bonus & equity
More information about location
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs
- 8–10+ years of experience in Customer Success, Strategic Account Management, Management Consulting, or Enterprise SaaS, with proven success transforming complex, multi-stakeholder customer relationships
- Demonstrated ability to advise C-level executives and senior leaders in enterprise organizations with a consultative and solutions-oriented approach
- Experience driving organizational change, digital transformation, and technology adoption at scale
- Strong business acumen and data fluency — able to present compelling insights and justify decisions using metrics and business impact
- Track record of building and scaling strategic success programs for large, high-value accounts
- Ability to navigate ambiguity with clarity, identify patterns across accounts, and translate insights into repeatable strategies
- Exceptional communication, facilitation, and storytelling skills — equally adept at executive boardrooms and hands-on collaboration with field teams
- A strategic mindset with tactical execution skills — comfortable toggling between vision and action
- Passion for mentoring, elevating team performance, and contributing to a strong, values-driven culture
What the job involves
- As a Lead Customer Success Manager, Strategic Accounts, you’ll manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers)
- You’ll create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end users
- Own and expand executive relationships within the C-suite and senior leadership of strategic accounts, acting as a trusted business partner
- Drive strategic account strategy, including joint success planning, executive alignment, growth forecasting, and outcome-based reporting
- Serve as a strategic consultant, creating opportunities for accounts to realize digital transformation, operational efficiency, and scaled growth
- Lead executive business reviews, presenting insights, product roadmap alignment, and ROI metrics that tie directly to business outcomes
- Partner cross-functionally with Product, Engineering, Marketing, and Sales to shape the customer journey and inform ServiceTitan’s product evolution based on enterprise needs
- Mentor and coach other CSMs, providing guidance on executive engagement, customer advocacy, and strategic thinking. Champion organizational change within customer environments to support the adoption of new workflows, processes, and technologies
- Identify and mitigate risk proactively, resolving roadblocks with strategic conviction and data-backed recommendations
- Influence internal leadership by representing the voice of the customer in strategic planning discussions and executive decision-making forums
- Drive strategic programs, pilots, or playbooks that raise the standard of excellence across the Customer Success organization
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
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