Director, Client Success

ServiceTitan

6d

About The Position

At Aspire, we’re building the future of the Landscaping industry—and we’re doing it with a team of innovators who care deeply about solving real problems for real contractors. We move fast, collaborate boldly, and take ownership for delivering extraordinary value. Every teammate at Aspire has the opportunity to shape our trajectory, elevate our customers, and help build something extraordinary. About Our Customer Success Organization Our Success team is central to how we fulfill our mission: helping landscape businesses reach new levels of efficiency, profitability, and growth through the Aspire platform. Today, the team consists of two Corporate CSM teams and one Enterprise CSM team, each responsible for driving proactive, high-impact engagements across a diverse and growing customer base. We work intentionally to understand each customer’s goals, diagnose their barriers, and recommend the product adoption paths that will help them achieve measurable outcomes. We obsess over making our customers successful - not because it’s aspirational, but because it’s how we win. This leader will set the vision for how Success at Aspire operates, scale a high-performing team that balances empathy with execution, and ensure that every customer consistently experiences value, partnership, and meaningful results.

Requirements

• 10+ years of experience in post-sales functions such as Customer Success, Account Management, or related customer-facing leadership roles.
• Demonstrated ability to lead multi-layered Success organizations that deliver both qualitative and quantitative customer outcomes.
• Deep understanding of recurring-revenue business models, customer value drivers, and the levers that influence retention and expansion.
• Experience defining and operating against measurable KPIs, with a bias for action and an analytical, process-oriented approach to decision-making.
• A customer-obsessed mindset - you live in their shoes, advocate fiercely for their needs, and understand that their success is the foundation of ours.
• High standards for yourself and others - you build teams of A-players and hold them accountable with clarity and compassion.
• Ability to inspire, influence, and build trust up, down, and across the organization, especially during moments of ambiguity or change.
• Extreme Ownership - You run toward problems, take responsibility for outcomes, and empower your team to make good, quick decisions.

Responsibilities

• Own all Success team performance metrics - from adoption and health indicators to value realization and renewals - in service of long-term customer success and satisfaction.
• Develop scalable processes for account planning, customer segmentation, risk identification, and playbook-driven engagement.
• Serve as a senior escalation sponsor, partnering with customers’ executive teams and internal stakeholders to resolve issues quickly and decisively.
• Ensure that insights from Success are translated into product improvements, strategic recommendations, and cross-functional alignment.
• Define the long-term vision for Customer Success at Aspire, establishing a strategy that accelerates customer outcomes, drives adoption, and supports both retention and expansion.
• Translate strategy into clear operating plans, KPIs, and processes that enable predictable, measurable, results-driven execution.
• Build mechanisms that ensure we dive deep into customer needs, anticipate risks early, and respond with urgency and ownership.
• Build, mentor, and scale a world-class Success organization - hiring exceptional Titans, developing them into top performers, and cultivating a culture grounded in trust, accountability, and continuous learning.
• Create an environment where your leaders and CSMs can do the best work of their careers by fostering clarity, candor, and shared ownership for results.
• Partner closely with leaders across Product, Implementation, Sales, Support, and Operations to ensure a seamless, consistent, customer-first experience.
• Establish a tight system of feedback loops that informs product roadmap prioritization, improves our go-to-market motions, and ensures that every team at Aspire understands how their work impacts customer outcomes.
• Operate as an enterprise-level leader within Aspire, contributing to company-wide goals, talent development, and cultural stewardship.

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees