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.