Senior Customer Advocacy Specialist, ServiceTitan
$86.6-139k
Salary variable on location + annual bonus + equity
All-in-one operating platform for trades
Be an early applicant
All-in-one operating platform for trades
1001+ employees
Be an early applicant
$86.6-139k
Salary variable on location + annual bonus + equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- 2-3 years of experience in customer advocacy, customer marketing, customer success, community, lifecycle marketing, or a related field
- Experience independently managing and growing customer-facing programs, with the ability to move between strategy, program development, and hands-on execution
- Strong relationship-building skills and the ability to establish trust with customers, including senior customer stakeholders and highly engaged advocates
- Demonstrated ability to identify opportunities within an existing program and develop initiatives that increase participation, engagement, or business impact
- Excellent written and verbal communication skills, with experience influencing and collaborating across Sales, Customer Success, Marketing, Events, and other cross-functional teams
- Strong project management skills with the ability to independently manage multiple programs, stakeholders, deadlines, and priorities
- Experience identifying compelling customer stories and connecting customer experiences and outcomes to broader marketing and business priorities
- Strong analytical skills with the ability to interpret program data, identify trends and gaps, and translate insights into actionable recommendations
- Proficiency with generative AI tools and demonstrated ability to apply AI to research, analysis, content development, workflow automation, and day-to-day productivity
- Experience with CRM and customer advocacy tools, such as Salesforce, as well as collaboration and productivity platforms such as Google Workspace and Slack
- A growth-oriented mindset with the ability to challenge existing processes, test new approaches, and continuously improve how programs operate and scale
- Ability to operate independently in an evolving environment while remaining highly collaborative, customer-focused, and accountable for results
- 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
What the job involves
- As a Senior Customer Advocacy Specialist, you’ll own and grow key advocacy programs across ServiceTitan, Aspire, and FieldRoutes. You’ll build strong relationships with customer advocates, connect them to meaningful opportunities to share their expertise, and partner across the business to ensure customer proof supports our most important priorities
- This role goes beyond executing existing programs. You’ll use customer insights, program data, and AI to identify opportunities to scale what’s working, develop new approaches to increase participation and engagement, and strengthen the impact of advocacy across the businesses you support
- Own the advocacy strategy and day-to-day execution for assigned ServiceTitan customer segment(s), Aspire, and FieldRoutes, serving as a key partner for customer references, advocate recruitment, customer content, events, and branded advocacy programs
- Own the end-to-end reference process across assigned audiences, from identifying and recruiting the right advocates through outreach, matching, scheduling, and follow-through, while driving strong fulfillment times and influenced revenue
- Develop and execute strategies to scale existing advocacy programming, using program performance, customer insights, and business priorities to increase advocate recruitment, engagement, participation, and contributions
- Own and grow the Aspire Ambassadors and FieldRoutes Pathfinder Network programs, including recruitment, customer engagement, ongoing programming, and initiatives designed to increase the value and impact of each community
- Build and grow assigned ServiceTitan advocacy motion(s), including customer references, events, recruitment, and other opportunities for customers to engage and advocate for ServiceTitan
- Develop strong relationships with advocates and proactively identify customers with compelling experiences, expertise, and business outcomes that can support references, marketing content, events, research, and other advocacy opportunities
- Own customer identification and sourcing for content opportunities, partnering with Marketing and Content teams to bring customer stories from initial identification through development and completion
- Partner cross-functionally with Sales, Customer Success, Marketing, Demand Generation, Events, and other stakeholders to understand business priorities, identify advocacy needs, and develop programs that activate customers against those opportunities
- Support and contribute to the strategy and execution of customer review programs for Aspire and FieldRoutes, partnering with cross-functional teams to maintain a healthy flow of customer feedback and positive reviews
- Use program data and reporting to evaluate advocacy health, identify coverage or engagement gaps, measure business impact, and recommend opportunities for continued growth
- Leverage AI tools as a core part of how you work, using them to accelerate customer and account research, identify potential advocates and stories, uncover insights, improve reporting, automate workflows, and scale successful programs
- Develop repeatable processes, documentation, and program frameworks that allow successful advocacy initiatives to scale while maintaining a strong customer experience
- Serve as a senior member of the Customer Advocacy team by sharing best practices, contributing to team-wide initiatives, and providing guidance and support to other team members when needed
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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