Customer Success Architect

| Greater LA Area | Hybrid
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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.

Customer Success Architect
ServiceTitan is looking for a Subject Matter Expert in Residential HVAC and Plumbing Service to join our Customer Success team as the first Customer Success Architect. The ideal candidate will have five or more years of professional experience in the home services industry with focus on operating software and process optimization. The successful candidate will have an in depth understanding of the industry and be intimately familiar with industry trends, needs, and challenges. Ideal candidate will have a combination of experiences that spans across all areas of trade management including, but not limited to, Marketing, Call Center, Service, Sales, Inventory, Warehouse, Invoicing, Payroll Processing and Accounting.

What you'll do

  • Travel with CSMs to perform ‘software adoption’ and ‘best practice’ audits for Enterprise accounts soon after they’ve completed their first 90 days in Success ** Role requires up to 50% travel **
  • Partner with CSMs to craft and execute a Success Plan to address the deficiencies identified in 90 day audits.
  • Advise, train, and coach our Customer Success team in industry best practices to ensure we are delivering value to existing, market leading home services organizations.
  • Closely work with our Customer Success team to ensure greater understanding of customer needs, common challenges, top of mind issues, and best practices.
  • Provide valuable insight cross departmentally as it relates to prioritization of most common industry needs and areas where our product can add the most value.
  • Advise product strategy team to build our “best in class” processes within ServiceTitan and help establish ServiceTitan as the industry leading Systems and Process solution provider.
  • Advise on product to identify pain points and build features around the right business processes.
  • Coordinate and deliver industry knowledge seminars for the entire team, and at industry conferences.

What you'll need

  • 5 to 8 years of industry experience preferred with minimum 1-3 years in a manager/general manager role.
  • Proven track record for cultivating strong relationships in the service industry with key internal and external partners.
  • Demonstrated experience in the service industry using hard data and metrics to measure performance, determine improvements and innovations. Knowledge of ServiceTitan software is a big plus.
  • 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.
  • Aptitude for being organized and for delivering results in a fast-paced environment.
  • Familiarity with software development is a plus.
  • Ability to think strategically and execute tactically. 

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is here to champion the people in home services. ServiceTitan helps them provide a wonderful customer experience, improve sales and more easily manage their business.

This is a great opportunity to be a part of a start-up that is already successful, yet early enough to offer its team members significant growth and equity opportunities. We have a proven product, brand-name customers, significant revenue and growth, and are backed by Bessemer Venture Partners, the leading investors in cloud software. 

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Location

Our office is located in a buzzy, vibrant neighborhood with access to great restaurants and bars. Think small-town vibe with big-city amenities.

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