Director of Strategic Customer Success, ServiceTitan
$166.5-222.7k
+ Equity. This position is commission-eligible
All-in-one operating platform for trades
Be an early applicant
All-in-one operating platform for trades
1001+ employees
Be an early applicant
$166.5-222.7k
+ Equity. This position is commission-eligible
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- We are looking for a visionary leader who balances empathy for the customer with a relentless focus on revenue growth, team development and complex problem solving
- Experience: 10+ years managing large, high-value, complex books of business within a SaaS environment
- Leadership: Exceptional talent management skills with a track record of developing top-tier teams in high-growth, fast-paced settings
- Strategic Expertise: Proven track record of mapping customer journeys and scaling success playbooks for an enterprise/strategic client base
- Analytical Mindset: Deep accountability for performance metrics, specifically Retention and Expansion (Upsell/Cross-sell)
- Communication: Ability to inspire a team and build rapport with executive-level stakeholders
- Technical Familiarity: Ideally, experience working with complex, business-critical B2B software solutions
- Software experience: Gainsight & Salesforce experience preferred
- Ability to travel up to 50%
- 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
What the job involves
- As the Director of ServiceTitan’s Strategic Residential Customer Success team, you will lead a passionate and dedicated group of Strategic Customer Success Managers to provide an exceptional experience for ServiceTitan’s Strategic Accounts. In this role, you will take on the critical role of shaping and executing on ServiceTitan’s strategy for retention, adoption, and customer satisfaction
- Lead Customer Success Strategy: Develop and execute a world-class strategy focused on maximizing Net Dollar Retention (NDR) and ensuring marquee customers exceed their desired business outcomes
- Scale Strategic Playbooks: Design and implement repeatable, scalable playbooks tailored for enterprise-level accounts to accelerate time-to-value and ensure a high-impact experience
- Mentor & Develop Talent: Lead and inspire a team of Strategic Managers and CSMs, focusing on upskilling and empowering them to proactively drive customer value
- Establish Operational Excellence: Maintain a data-driven operating cadence to track key business drivers, forecast retention, and drive strategic decision-making
- Drive Cross-Functional Collaboration: Partner with Sales, Professional Services, and Product teams to ensure a seamless journey from initial sale through post-implementation
- Cultivate Executive Relationships: Build trusted, "C-suite" relationships with owners and general managers at our most significant strategic accounts
- Own Customer Escalations: Act as the final point of resolution for major escalations, implementing long-term process improvements to mitigate future risk
- Systems and Process: Own systems, processes and continuous improvement of the CS framework to deliver a superior customer experience (including; executive business reviews, customer journey gates, COE, and cross functional teaming)
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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