Manager, Success Strategy & Ops

Ready to be a Titan?

What you'll do:

• • Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities

  • Use SQL / Tableau to construct data sets and build dashboards reporting on CS program’s health and key initiatives

  • Generate and present insights / recommended actions to senior leadership to help drive outcomes for our CS team

  • Look around corners to understand where opportunities exist to improve CS team efficiency and customer experience 

• Operational Strategy

• • Be forward-thinking on business cases and problems, and how the CS team can be geared to help solve (e.g., process enhancements, systems and technical enablement, etc.)

  • Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc.

  • Solve the toughest customer and CS team pain points to help make our customers successful

• Special Projects: 

• • Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration

What you'll bring:

• 4-6+ years of work experience in a combination of high growth tech companies and/or management consulting

• Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred

Diversity and Inclusion considerations: 

• Racial Diversity

• Gender Diversity

Must-have skills/capabilities for successful candidate:

• Experience running quantitative analyses, and publishing findings in dashboard format (e.g. strong experience with Excel/GSheets, Tableau, SQL, [Python is a plus])

• Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat, etc.) preferred

• Ability to distill complex issues into concrete action plans, manage execution, and drive results

• To be energized by ambiguity and dynamic working environments that provide a diverse experience and opportunity to tackle different problems

• To know how to balance getting the details right while still moving fast

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 $136,600 USD - $182,600 USD. 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 an annual bonus, equity and a holistic suite of benefits.