Senior Manager of Strategic Customer Success, ServiceTitan
$168.2-269.9k
Plus variable commission and equity. Salary dependent on location
Travel up to 20%
All-in-one operating platform for trades
Be an early applicant
All-in-one operating platform for trades
1001+ employees
Be an early applicant
$168.2-269.9k
Plus variable commission and equity. Salary dependent on location
Travel up to 20%
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- If you’re a leader who thrives on coaching high-performing teams, solving complex challenges, and pushing the boundaries of customer experience and innovation, this is where you belong
- 3+ years of people management experience in Customer Success or Account Management within Strategic or Enterprise teams. Proven experience managing large, complex customers
- Deep understanding of renewal & expansion motions. Proven success hitting targets and owning team forecasting and goals
- Strong coaching and people leadership skills, motivating others to perform at their best while fostering a culture of trust, collaboration, and accountability
- Excellent business acumen and ability to consult on best practices, process optimization, and ROI realization in the product
- High emotional intelligence, with strong listening, empathy, and communication skills
- Exceptional organization and project management capabilities, able to balance multiple priorities with precision
- A proactive, owner mindset and resilience in navigating ambiguity or challenge
- Ability to travel up to 20%
- Passionate, driven, and genuinely care about your team and customers
- A problem solver who thrives in challenges; curious and solution-minded
- Exceptional organizational chops, with follow through you can count on
- A true owner - you see it, solve it, and never wait for someone else to go first
- 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 the job involves
- As a Manager on the Strategic Customer Success team, you will lead and inspire a team of Customer Success Managers serving some of ServiceTitan’s largest and most strategic customers. You’ll play a critical role in shaping our strategy for retention, expansion, and customer satisfaction, while fostering a culture of growth, ownership, and excellence
- Your focus will be on empowering your team to deliver measurable ROI, drive deep product adoption, and strengthen long-term partnerships with customers
- Manage a team of 8-10 Customer Success Managers to achieve KPIs. Coach and develop talent, elevate performance and grow as consultative leaders for their customers
- Drive Retention and Expansion: Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers
- Foster Excellence: Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability
- Manage Risk: Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership
- Lead Strategically: Execute against strategic priorities at the org and company level. Track and communicate progress through reporting and ongoing feedback loops with leadership
- Cross-Functional Collaboration: Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment
- Champion the Customer Voice: Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement. Build customer relationships at the C-suite level
- Recruit and Scale: Hire, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care
- Be comfortable in a highly dynamic environment and work autonomously to achieve outcomes
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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