Director, Success Engineer (Strategic)

ServiceTitan•US CA Remote, CA

11d•$204,000 - $327,500•Hybrid

About The Position

The Director of Success Engineering leads the team responsible for the technical success of ServiceTitan's largest customers - franchise systems, multi-location enterprises, and PE-backed platforms. Your team owns the product outcomes that protect and grow revenue: adoption, utilization, workflow optimization, and proactive technical intervention across our Core, Pro, Max, and FinTech offerings. This is a builder role. You'll define what a world-class technical success function looks like at ServiceTitan, partner closely with our sales and post sales leadership to deliver a unified post-sales motion, and influence the product roadmap by serving as the executive voice of the customer. You'll lead a team that combines deep product mastery with executive presence, operates with urgency, and translates complex technical needs into measurable business value. The ideal leader brings a track record of building and scaling technical post-sales teams in enterprise SaaS, has direct experience with strategic account portfolios, and knows how to operate in a fast-moving environment where the playbook is still being written.

Requirements

10+ years in customer-facing technical roles (Technical Account Management, Customer Success Engineering, Solutions Engineering, Professional Services, Consulting), with 6+ years in people leadership, ideally in enterprise SaaS.
Proven experience building or scaling a high-performing post-sales technical team supporting strategic, multi-location, or enterprise customers. You build processes, set the bar for accountability, and create the systems that let a team scale without sacrificing quality.
Deep understanding of enterprise software implementations, integrations, and the operational realities of running a business on a platform — including APIs, configuration at scale, and multi-tenant architectures.
A track record of partnering with commercial leaders (Sales, Account Management, CS) to deliver joint outcomes on retention and expansion, without owning the bag yourself.
Strong executive presence with the ability to engage C-suite stakeholders alone in the room, build trust quickly, and represent the technical point of view in commercially loaded conversations.
Experience using product usage data, health signals, and adoption analytics to drive team prioritization and demonstrate value to customers and internal stakeholders.
Demonstrated ability to influence Product and Engineering roadmaps through structured voice-of-customer signal, not anecdote.
High comfort with ambiguity and change — you've operated through reorgs, role consolidations, or new motion launches and helped a team find clarity on the other side.
Excellent communication and storytelling skills — you can translate complex technical realities into the "so what" for executives and the "here's how" for practitioners.

Nice To Haves

Direct experience with ServiceTitan or comparable vertical SaaS platforms serving the trades, field service, or multi-location operators across both Core and Pro product surface areas.

Responsibilities

Build the team. Hire, develop, and retain a high-performing team of Success Engineers supporting Strategic accounts. Define career paths and technical competency frameworks. Coach on technical advisory and the ability to translate product capability into business outcomes for both technical and non-technical audiences.
Set the charter. Operationalize across adoption, utilization, health monitoring, technical churn intervention, and expansion enablement — establishing the standards, playbooks, and rhythms that drive consistent execution.
Lead the team's Adoption mandate. Feature utilization tracking, configuration quality, proactive health monitoring, risk identification, and coordination of new Pro/Max product launches and new tenant onboarding for existing customers.
Drive Growth Enablement. Partner with Sales & CS to identify expansion opportunities. Deliver tailored demos showcasing advanced platform capabilities and new use cases. Build technical strategies that drive upsell and adoption in alignment with customer priorities. Develop ROI narratives and technical business cases for all expansion initiatives.
Set the bar for Technical Consulting. Establish best practices for customer discovery, technical workshops, and solution design. Create scalable playbooks, demo environments, and reusable technical assets. Partner closely with our Advisory Services Team to scope & support complex projects.
Own the team's Internal Communication muscle. Partner with Product & Eng leadership to build out a product feedback process and serve as the voice of the customer, advocating for customer requirements and roadmap priorities.
Build technical churn risk motion including risk signals, intervention strategies (demos, configuration fixes), and enablement.
Own Technical Escalations end-to-end. Your team takes the action to resolve issues, partnering with Support & Services, Product, and Eng to drive resolution while keeping customers and relevant stakeholders informed.
Own team-level performance against success metrics, including product adoption scores, health score improvement across the book, and documented technical churn saves with 90+ day durability.
Serve as the executive technical sponsor for top-tier strategic customers, engaging directly with VP, C-suite, and operational leadership during EBRs, escalations, and high-stakes initiatives.
Drive cross-functional influence with Product, Engineering, and Support & Services leadership to advocate for customer needs, prioritize friction points, and shape the product evolution that strategic customers depend on.
Establish the data and tooling foundation for the team in partnership with RevOps and Central Analytics — including health scoring, adoption composites, whitespace visibility, and the Customer 360 workflow.
Scope and orchestrate advisory engagements, M&A integration support, and multi-tenant rollouts in partnership with Support & Services, who executes delivery.
Travel ~30% of the time North America for customer onsites, EBRs, team development, and field engagement with strategic accounts.

Benefits

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Peer-nominated awards
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical
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