Director, Customer Success Management

| Greater LA Area

We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.

Director, Customer Success Management

ServiceTitan is looking for a Director of Customer Success Management (CSM) to lead our Enterprise and Mid-Market CSM teams. The candidate will be responsible for leading efforts to maximize client outcomes, spread evangelism, and fuel growth in our high-touch customer segments. In addition, you can develop and execute the concept of “customer intimacy at scale” and turn it into a results-delivering success program using analytics is key. The role requires close alignment with cross-functional leaders to drive a company-wide culture of client success. The candidate will be managing a team of approximately 20+ high impact individual contributors and Managers. This role requires building effective outreach strategies, programs, and processes that leverage both people and automation to support ServiceTitan’s largest clients in our key industry verticals.

What you’ll do:

  • Own the entire post Implementation customer lifecycle for the high touch segment - implement best practices, fine tune the customer journey, identify opportunities for listening points and interventions
  • Influence customer lifetime value realization through higher product adoption, customer satisfaction/NPS efforts, and overall health score monitoring
  • Design and implement renewal and upsell programs to support continuous growth, expansion and retention in our Enterprise and Mid-Market accounts
  • Establish and maintain strong relationships with C-level executives at marquee clients
  • Define and manage all operational metrics for the teams from high level KPIs to individual scorecards
  • Work closely with other internal client facing teams to ensure consistency and focus on client outcomes through all post sale touch points
  • Developing and implementing processes that positively influence key client business metrics, uncovering at-risk client situations and acting quickly to avoid attrition
  • Design and implement Account Planning methodology that CSMs can leverage to conduct stakeholder management and plan value-based adoption campaigns
  • Provide strategy, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved

What You Will Need:

  • 5+ years experience in leading customer-facing organizations
  • 10+ years experience in Customer Success/Service/Account Management role[e]
  • Bachelor’s degree in Business or Computer Science required; MBA is strongly preferred
  • Expert level understanding of value drivers in recurring revenue business models
  • Background of post-sale experience required, including upsell and renewal responsibilities
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and expectation management skills

About ServiceTitan
ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.
Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Inc 5000 - Best Workplaces, 2018
Inc. 5000 – America’s Fastest Growing Companies, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes - Next Billion-Dollar Startup List, 2017

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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