The operating system for the trades.
Glendale, CA

VP, Customer Success at ServiceTitan (Greater LA Area, CA)

| Greater LA Area
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Ready to be a Titan?

At ServiceTitan, we are on the path to building the Operating System of the Trades. This position is for the leader of the Customer Success Organization across ServiceTitan will drive real business outcomes for customers. We are successful if our customers receive significant value from our product and services. We are looking for a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., adoption, optimization, retention, etc.) and outcomes (e.g., customer satisfaction, renewals, up-sell, etc.).

As Vice President, Customer Success, you lead our rapidly growing Customer Success organization and become an integral leader in transforming the way our customers achieve success. The Customer Success Management team is chartered with supporting our customers to help them drive product adoption, usage and most importantly, value from the ServiceTitan operating system. The ideal candidate will bring a customer first, customer value culture, along with a proven record of leading customer engagement/success teams in the SaaS environment. 

The VP of Customer Success is responsible for the people culture, business strategy, its execution and results across the entire Customer Success organization. They will be responsible for the business results and for supporting the overarching goals of the ServiceTitan business and its customers across the lifecycle journey. Working across the business, this leader ensures cross functional collaboration, with Sales, Onboarding, Customer Support, Product, Enablement, Marketing, and Business Operations. 

This leader will be transformative with exceptional operational skills and aptitude to lead the organizational growth at scale through both activities and outcomes. Additionally, the leader will be a people first leader who drives a positive, productive and collaborative culture. 

Finally, the CSM leader together with their team, will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction is increasing adoption and customer business outcomes including usage, churn and net-retention.


What you'll do:

  • Strategy: The success of this position will rely on strategic alignment across the company to ensure our approach, offerings and resourcing are effectively influencing ServiceTitan’s product adoption and growth.

  • Adoption and optimization: Develop measurable, repeatable best practices and strategies across business segments to encourage product adoption, value and growth. Use technology, systems and processes to drive consistency, repeatability and scale. Work closely with Onboarding, Support, and Business Operations to ensure alignment on key platforms and technologies that support the business.

  • Sales & Renewal Management: Collaboration and engagement; alignment and review of key performance indicators including usage, churn, upsell and net retention to ensure the most effective path to success for customers and for ServiceTitan. Regular communication and engagement in key customer activities and events.

  • Analytics: Use predictive data and analytics to manage and improve the business. Continually work to refine and better leverage the data proactively and prescriptively to run the business.

  • Product & Engineering: Engage and provide customer feedback and input to the product roadmap; act as voice of customer regarding issues/opportunities and enhancements

  • Onboarding/Professional Services: Coordinate with key services organizations in customer success to ensure customers have the right services and capabilities to achieve results.

  • Team Leadership: Responsible for the overall culture and sentiment of your organization. You will encourage and support the development of your teams. This includes, but is not limited to, selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results.

  • Reporting: Define and use cascaded reporting methodologies to understand and manage the business.

  • Financial Oversight: Responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.

  • Executive Communication: Provide key updates and presentations to the executive leadership team; Deliver key strategic business reviews with key stakeholders; Provide executive level communication and engagement.


What you'll bring:

  • BS/BA degree required

  • 10-15+ years of leadership experience in Customer Success, Account Management, CS Operations, Advisory Services, etc., preferably within a SaaS model and at large scale

  • Experience working at a technology company, preferably within a SaaS model

  • Demonstrated success at building highly functioning, large CSM functions of 100 CSMs or greater

  • 10+ years of strategy development and strategic planning

  • Strong empathy for customers AND passion for revenue and growth

  • Strong executive presence and ability to influence customer leadership

  • Background leveraging data and analytics in decision making

  • Experience using/integrating a CSM Technology platform (e.g., Gainsight) into the rhythm of the business

  • Experience working with cross functional teams and in a matrix environment to achieve company objectives

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 Founders Club- open to all Titans. 

  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. 

  • Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.

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Where we are

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

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

What are ServiceTitan Perks + Benefits

ServiceTitan Benefits Overview

We are committed to supporting our Titans through different stages of life.

Young and early in your career? You are going to love our 401(k) employer match, pet insurance, financial planner access, and that we pay 100% for your health, dental, and vision insurance.

Looking to grow your family? We got you covered with benefits ranging from adoption assistance up to $20,000, a 6-month smart bassinet rental, an allergy prevention program for babies, and paternal leave of 100% pay for up to 16 weeks (in addition to any disability or state paid family leave!).

Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
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
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
ServiceTitan provides employees with a 401(k) matching plan. We match 6% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to disability and state paid family leave, ServiceTitan offers 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Flexible Work Schedule
Remote Work Program
Variable dependent on role.
Family Medical Leave
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and offer 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
ServiceTitan sponsors family oriented events multiple times per year.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
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.
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

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.

An Insider's view of ServiceTitan

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

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