企业客户成功经理（Aspire）
Customer Success Manager, Enterprise (Aspire)
职位概述
Aspire 是 ServiceTitan 为景观绿化和草坪护理行业打造的现场服务管理平台，现正招聘一名企业客户成功经理（CSM）。该职位负责 Aspire 最大且最具战略意义的企业客户组合，推动产品采用、留存和扩展，同时作为关键利益相关者的首要可信赖顾问。企业 CSM 将与销售、实施、支持和产品团队跨职能合作，确保企业客户从 Aspire 平台中获得最大价值。
主要职责
- 负责企业客户的全流程客户关系，作为实施后的首要联系人。
- 根据每个客户的业务目标制定并执行战略成功计划，推动核心模块（工单成本核算、生产跟踪、开票等）的采用。
- 监控账户健康状况、使用情况和风险信号；主动识别并缓解流失风险。
- 与高管利益相关者定期进行业务评审（EBRs），展示投资回报率并加强合作关系。
- 与销售团队合作，识别并推动扩展机会，包括额外 Aspire 产品的升级和交叉销售。
- 作为客户的声音内部传达，向产品和工程团队反馈产品意见和功能需求。
- 与支持和实施团队协作，快速解决升级问题，确保无缝的客户体验。
- 在 Gainsight/Salesforce 中维护准确的账户记录、健康评分和预测。
- 实现所负责客户组合的留存率、扩展率和 NPS 指标。
任职要求
- 5 年以上客户成功、客户管理或相关客户面向岗位的经验，其中至少 2 年管理企业/战略客户。
- 在 SaaS 或软件公司中证明有推动留存和扩展的业绩。
- 强大的高管影响力，有向高级利益相关者（副总裁/高管级别）展示和影响的经验。
- 优秀的沟通能力、项目管理和解决问题的能力。
- 能够管理复杂、高价值的客户组合，并处理优先级冲突。
- 熟悉 CRM/客户成功平台，如 Salesforce 和 Gainsight。
优选条件
- 在现场服务管理、景观绿化或相关垂直领域的 SaaS 行业有经验。
- 熟悉 Aspire 平台或类似的运营/现场服务软件。
- 曾在 SaaS 或软件公司担任客户成功或客户管理角色。
查看英文原文
Position Overview
Aspire, ServiceTitan's field service management platform for the landscaping and lawn care industry, is hiring an Enterprise Customer Success Manager (CSM). This role owns a portfolio of Aspire's largest and most strategic enterprise accounts, driving product adoption, retention, and expansion while serving as the primary trusted advisor to key stakeholders. The Enterprise CSM partners cross-functionally with Sales, Implementation, Support, and Product to ensure enterprise customers realize maximum value from the Aspire platform.
Key Responsibilities
- Own the end-to-end customer relationship for a book of enterprise accounts, serving as the primary point of contact post-implementation.
- Develop and execute strategic success plans aligned to each customer's business goals, driving adoption of core modules (job costing, production tracking, invoicing, etc.).
- Monitor account health, usage, and risk signals; proactively identify and mitigate churn risk.
- Lead regular business reviews (EBRs) with executive stakeholders to demonstrate ROI and strengthen the partnership.
- Identify and drive expansion opportunities in partnership with Sales, including upsell and cross-sell of additional Aspire products.
- Serve as the voice of the customer internally, surfacing product feedback and feature requests to Product and Engineering.
- Collaborate with Support and Implementation teams to resolve escalations quickly and ensure a seamless customer experience.
- Maintain accurate account records, health scores, and forecasts in Gainsight/Salesforce.
- Achieve retention, expansion, and NPS targets for the assigned book of business.
Required Qualifications
- 5+ years of experience in customer success, account management, or a related client-facing role, with at least 2+ years managing enterprise/strategic accounts.
- Proven track record of driving retention and expansion within a SaaS or software business.
- Strong executive presence with experience presenting to and influencing senior stakeholders (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.
Preferred Qualifications
- Experience in field service management, landscaping, or a related vertical SaaS industry.
- Familiarity with the Aspire platform or similar operations/field service software.
- Experience working cross-functionally in a scaling SaaS organization.
What Success Looks Like
- Strong net revenue retention and low churn across the assigned enterprise book.
- High customer satisfaction (NPS) and deep, multi-threaded relationships within accounts.
- Consistent identification and closure of expansion opportunities.
- Customers viewing Aspire as a strategic, indispensable partner to their business.
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:
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 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 isZone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WAZone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations.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, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.Originally posted on Himalayas