Senior Manager of Pro Product Success, ServiceTitan

• Bachelor’s degree in Business, Technology, or a related field; MBA or relevant advanced degree is a plus
• 7+ years of experience in Customer Success, Account Management, or a related field, with at least 3+ years in a leadership role managing other managers
• Strong track record of leading customer-facing teams, preferably within a SaaS or B2B software environment
• Proven experience developing and implementing customer success strategies and managing KPIs for customer retention, satisfaction, and product engagement
• Excellent communication and interpersonal skills, with the ability to influence cross-functional teams and represent customer needs to senior leadership
• Demonstrated analytical abilities, with experience using data to inform decision-making and measure success
• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM software (e.g., Salesforce)

Desirable

• As a Sr. Manager, New Markets Pro Product Success at ServiceTitan, you will oversee a team of managers dedicated to supporting the adoption, engagement, and long-term success of ServiceTitan’s Pro Products in our Commercial & Construction and Green Businesses
• Reporting to the Director, Pro Product Excellence, you will play a key role in driving strategy, optimizing processes, and collaborating cross-functionally to ensure that our Pro Product suite provides exceptional value to customers in these strategic markets
• You will be responsible for guiding your team in aligning their efforts with organizational goals, setting KPIs, and continuously evolving customer success methodologies
• Lead, mentor, and develop a team of managers within Pro Product Success, fostering a culture of high performance, accountability, and continuous improvement
• Set clear performance expectations and provide coaching, resources, and support to help managers meet or exceed these standards
• Empower managers to be proactive in customer engagement, helping them drive adoption, utilization, and success within their teams
• Define, implement, and refine customer success strategies for Pro Products, aligning with overall company objectives and customer needs
• Own KPIs related to customer retention, expansion, satisfaction, and usage across Pro Products, leveraging data to make informed decisions
• Work closely with cross-functional teams, including Product Management, Marketing, Sales, and Professional Services, to provide customer insights and advocate for improvements
• Assess and optimize existing workflows, methodologies, and tools to improve efficiency, effectiveness, and scalability within the Pro Product Success function
• Ensure consistency in best practices across Pro Products and teams, setting standards for communication, support, and performance
• Act as a liaison to executive leadership, providing updates, insights, and recommendations related to Pro Product customer success initiatives
• Deliver regular reports on team performance, customer feedback, and product insights, including presenting quarterly business reviews to stakeholders
• Promote a customer-first mindset within the team, ensuring that customer feedback is proactively gathered, analyzed, and shared across relevant teams
• Champion the voice of the customer to drive product improvements, feature requests, and service offerings that enhance the overall experience with Pro Products