Lead CSM, Enterprise

Ready to be a Titan?

Ready to apply your skills to strategically high priority topics and solving them end-to-end from inception all the way to implementation? As a Lead CSM, Enterprise at ServiceTitan you will start interacting directly with our commercial and enterprise level customers from the Convex business line on their entire post-sale journey.

You will work closely with our leadership team to drive strategic and tactical decision making. You will always be a thoughtful listener to, and fierce advocate for, our growing customer base. By helping us retain and delight our users, you will have the unique opportunity to improve productivity and efficiency across the second largest sector in the global economy, construction & services.

You will report to the Director of Post-Sales and Operations for the Convex business line and work closely with our VP of the Pro Products line and all other functions to make the Customer Success function a more effective instrument to deliver value to our customers.

What You'll Do:

• You have a passion for business intelligence and partner with our senior leadership to identify customer trends quickly and provide the analytical support to make the right decisions.

• You guide your customer’s journey and help us refine the 'playbook' every day.

• Work closely with cross functional teams (customers, sales, product) to ensure a world class customer experience.

• Ensure the customer journey post sales results in delighted customers, constantly improving usage metrics, and deep partnerships with our commercial accounts.

• You’ll be the go-to for your portfolio of customers helping them solving their day-to-day and strategic problems with our solutions and analytics.

• You will conduct Success Planning for new customers, oversee onboardings, own renewals, and customer care-and-feeding throughout their partnership with Service Titan & Convex.

What You'll Need:

• A Bachelor’s degree and 4+ years of experience in customer success management, partnerships, consulting, investment banking, business operations, or business analytics

• Experience in SaaS and Customer Success a plus

• A strong grasp on Customer Success processes and workflow efficiencies, including software platforms

• Team-first orientation and excellent internal and external communication skills (Jira, PowerPoint, etc.)

• Strong work ethic and experience excelling at a fast-paced, venture-backed startup

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.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• 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 Headspace, Galileo, One Medical, Ginger and more.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.