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.
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