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. 

Sn. Director/VP, Customer Success

ServiceTitan is looking for Sn. Director / VP of Customer Success to lead our Post Implementation Customer Success team. The candidate will be responsible for creating and executing on a strategic vision designed to maximize client outcomes, spread evangelism, and fuel growth. Ability to develop and execute the concept of “customer success at scale” and turn it into a results-delivering service 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 40 high impact individual contributors, Managers and Directors. This role requires building effective services, programs, and systems that leverage both people and automation to support a wide variety of client sizes and industry verticals. This role will focus on evolving our current processes to scale at hyper-growth speed.

What you’ll do:

• Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
• Define and own the entire post Implementation customer lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions
• Define, and manage all operational metrics for the organization from high level KPIs to individual scorecards at all levels of the organization
• Work closely with other internal client facing teams to ensure consistency and focus on client outcomes through all post sale touch points
• Lead world-class team by foster continuous learning environment, recruiting and hiring top performers
• Establish and maintain strong relationships with C-level executives at marquee clients
• Developing and implementing processes that positively influence key client business metrics, uncovering at-risk client situations and acting quickly to avoid attrition
• Influence future lifetime value through higher product adoption, customer satisfaction/NPS and overall health scores
• Inspire client success across company - create company-wide culture focused on customer success across the organization (Marketing, Product, Sales, Finance, Executive)
• Design and implement renewal and upsell programs to support continuous growth, expansion and retention

What you’ll need:

• 8+ years experience in leading customer-facing organizations
• Expert level understanding of value drivers in recurring revenue business models
• Background of post-sale experience required
• Strong empathy for customers AND passion for revenue and growth
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees
• MBA or relevant graduate degree is strongly preferred

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.

Los Angeles Business Journal Top 100 Fastest Growing Private Company for 2017 
Inc. 5000 – America’s Fastest Growing Companies 2017
Forbes - Next Billion-Dollar Startup List 2017