Director, Strategic Customer Success

Ready to be a Titan?
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.

What you'll do:

• 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)

What you'll bring:

We are looking for a visionary leader who balances empathy for the customer with a relentless focus on revenue growth, team development and complex problem solving.

• 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.

• Software experience: Gainsight & Salesforce experience preferred

• Ability to travel up to 50%

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, 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 We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• 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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $166,500 USD - $222,700 USD, and this position is commission-eligible. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits.