Manager of Success Strategy & Operations, ServiceTitan
$136.6-182k
+ Annual bonus + Equity
Office located in Glendale, CA
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
$136.6-182k
+ Annual bonus + Equity
Office located in Glendale, CA
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- The individual has a well-rounded background - including analytic rigor, project management, and a mix of strategic and operational work
- 4-6+ years of work experience in a combination of high growth tech companies and/or management consulting
- Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred
- Experience running quantitative analyses, and publishing findings in dashboard format (e.g. strong experience with Excel/GSheets, Tableau, SQL, [Python is a plus])
- Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat, etc.) preferred
- Ability to distill complex issues into concrete action plans, manage execution, and drive results
- To be energized by ambiguity and dynamic working environments that provide a diverse experience and opportunity to tackle different problems
- To know how to balance getting the details right while still moving fast
- Demonstrated excellence in cross-functional communication, with the ability to simplify and explain complex problems to stakeholders of all levels
What the job involves
- The Manager - Success Strategy & Operations is an integral role on the Revenue Strategy & Operations team directly partnering with Customer Success (CS) to make ServiceTitan’s customers extraordinarily successful
- The CS Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Gross and Net Revenue Retention, Customer Adoption, and Sentiment
- This specific role will focus on a mix of strategic and operational projects supporting CS while also working closely with counterparts who own other components of the customer journey (GTM, Onboarding, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience
- The role will include a mix of (1) oversight of day to day operations, process, and production of the CS program; (2) process optimizations to design a best in class CS experience for our customers; and (3) strategic “special projects” focused on high-level impact the CS function can drive for ServiceTitan
- S/he will be able to quickly jump in and take day-to-day ownership of key CS initiatives and their outcomes
- Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities
- Use SQL / Tableau to construct data sets and build dashboards reporting on CS program’s health and key initiatives
- Generate and present insights / recommended actions to senior leadership to help drive outcomes for our CS team
- Look around corners to understand where opportunities exist to improve CS team efficiency and customer experience
- Be forward-thinking on business cases and problems, and how the CS team can be geared to help solve (e.g., process enhancements, systems and technical enablement, etc.)
- Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc
- Solve the toughest customer and CS team pain points to help make our customers successful
- Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration
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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