Director, Strategic Customer Success

ServiceTitan

8d

About The Position

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.

Requirements

• 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.
• Ability to travel up to 50%

Nice To Haves

• Software experience: Gainsight & Salesforce experience preferred

Responsibilities

• 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)

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