Director, Customer Success

About the Opportunity:


ServiceTitan is seeking a
Director of Customer Success to own driving, scaling, and inspiring a team of talented individuals focused on customer success. We are looking for a Customer Success leader to lead and grow a world class Customer Success team. We’re looking for a partner to fulfill on our vision that Customer Success is a strategic competitive advantage. If you are passionate about customer experiences, detail oriented, and excited to roll up your sleeves to make customers successful with our product, you may be who we’re looking for.

A successful Director operates effectively in a fast paced environment, demonstrates leadership, maintains composure, and has superb communications skills. The work is extremely rewarding and impactful, both for our customers and organization. It will provide a platform for the successful candidate to bring positive change to an industry that is run by hard working, humble and real people. As the Director of Customer Success at ServiceTitan, you will manage and directly be responsible for two Customer Success teams (SMB and Enterprise).


Responsibilities:

  • Define and Optimize Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions

  • Proactively manage cross-functional interactions and operational processes to ensure the Customer Success team is adapting to evolving business and customer needs

  • Own the overall success of the team, including planning, growth and staffing, thereby assuring an outstanding client experience that decreases time to first value and drives adoption

  • Drive efficiencies in process and procedures

  • Manage Customer Success Activities – track and measure KPIs, project milestones, client advocacy

  • Measure Effectiveness of Customer Success team - refine operational metrics for the team, create reporting and review cadences, status executive team

  • Inspire Customer Success Across Company - create company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)

  • Have the ability to manage push backs on some client requests while gaining trust and consensus on tough decisions

  • Identify opportunities for continuous improvement

  • Be an extremely effective communicator understanding the significance and appropriate use of various communication channels and tone based on circumstances and audience

Qualifications:

  • Bachelor degree in Business, Management, or Engineering from a top tier University – MBA strong preferred

  • 5-7 years of relevant professional experience (in SAAS) which includes a minimum 2-3 years in each of the following areas 1) Managing a customer success team 2)Cross functional team management 3) Client relationship management

  • Enthusiastic and creative leader with the ability to inspire others

  • Demonstrated history of data-driven decision making to drive meaningful process and customer change

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Ability to manage resources in challenging and fast paced environment

  • Be meticulously detail-oriented with the ability to multitask, manage client expectations and align internal resources for quality and timely delivery of projects

  • Natural ability to think several steps ahead of the client and take proactive steps to address roadblocks and issues

  • A track record of being a team player and leader with strong interpersonal and communications skills

  • Experience scaling and developing customer success teams

Benefits:

  • Competitive salary and 100% covered Medical, Dental and Vision insurance

  • Equity in one of the fastest-growing companies

  • Work at one of the most successful and rapidly growing start-ups in the Los Angeles area

  • Do work that matters and makes a noticeable impact on your team and customers

  • Work with brilliant, motivated, and fun team members

  • Fun perks includes free lunches everyday, Fun Fridays, team outings, flexible time off, annual bonuses and more!


Meet Some of ServiceTitan's Employees

Patrick M.

Sales Team Lead

Patrick’s goal is to build relationships with prospective customers and show them the value of using ServiceTitan and its various software services for their business.

Dalena N.

Senior Account Implementation Specialist

As a customer’s first touch point, Dalena works hard to make sure that every client has as seamless as an experience as possible with the ServiceTitan platform.


Back to top