Servicetitan
Cloud‑based SaaS platform powering back‑office, scheduling, dispatch, invoicing and marketing for trades businesses.
4 hours ago
$166,500 - $222,700
Expert & Leadership (13+ years)
Full Time
United States
Hybrid
Company Size
3,049 Employees
Service Specialisms
Sector Specialisms
Description
retention strategy
playbook design
data cadence
customer journey
c‑suite relations
escalation point
Ready to be a Titan? As the Director of ServiceTitan’s Strategic Residential Customer Success team, you will lead a passionate and dedicated group of Strategic Customer Success Managers to provide an exceptional experience for ServiceTitan’s Strategic Accounts. In this role you will shape and execute ServiceTitan’s strategy for retention, adoption, and customer satisfaction.
- Develop and execute a strategy to maximize Net Dollar Retention and achieve customer outcomes.
- Design and implement scalable playbooks for enterprise‑level accounts.
- Lead, mentor, and upskill Strategic Customer Success Managers and CSMs.
- Maintain a data‑driven operating cadence to track key drivers, forecast retention, and guide decisions.
- Partner with Sales, Professional Services, and Product teams to ensure a seamless customer journey.
- Build trusted C‑suite relationships with owners and general managers of strategic accounts.
- Act as the final escalation point and create long‑term process improvements to mitigate risk.
- Own and continuously improve CS systems, processes, and frameworks (executive reviews, journey gates, COE, cross‑functional teaming).
Requirements
10+ years
saas
gainsight
salesforce
customer journey
retention
- 10+ years managing large, high‑value SaaS portfolios.
- Proven talent‑management success in high‑growth, fast‑paced environments.
- Experience mapping customer journeys and scaling success playbooks for enterprise clients.
- Strong analytical focus on retention and expansion (upsell/cross‑sell) metrics.
- Excellent communication skills with ability to influence executive stakeholders.
- Familiarity with complex B2B software; Gainsight and Salesforce experience preferred.
- Willingness to travel up to 50% of the time.
Benefits
What We Offer: When you join our team, you’re not just accepting a job – you’re making a career move. We provide flexible time off, extensive learning and development opportunities, leadership training for Titans at all levels, and recognition programs like Bonusly and peer‑nominated awards. Our holistic health and wellness benefits include company‑paid medical, dental and vision, 401k match, telehealth, and extensive family‑support services such as parental leave, fertility assistance, and adoption reimbursement.
Compensation: The expected salary range for this role in the United States is $166,500 – $222,700, commission‑eligible, with additional equity and a comprehensive benefits package. Compensation for candidates outside the United States will vary by location and will be discussed during the hiring process.
Training + Development
Interview process
Visa Sponsorship
Security clearance
Overview
$625 million raised
Initial Public Offering Financing
The company went public on December 12, 2024, raising $625 million and debuting with a significant stock surge on Nasdaq.
$62 billion processed
Annual Transaction Volume
By mid-2024, the platform processed over $62 billion in transaction volume, reflecting its scale and influence in the industry.
- Launched a cloud platform in 2012 to modernize trades businesses.
- Integrates scheduling, dispatch, CRM, invoicing, payments, marketing, and analytics into one system.
- Supports both residential and commercial contractors in industries like HVAC, plumbing, electrical, pest control, and landscaping.
- Expanded internationally with a development hub in Armenia and acquired companies like Aspire and Convex to enhance its platform.
- Features include AI-powered tools ( Titan Intelligence ), integrated financing, mobile technician apps, and robust reporting.
- Serves clients from single-location plumbing shops to large MEP contractors managing complex jobs.
- Began as a summer project to help the founders' fathers' contracting businesses and grew into a public tech firm.
Culture + Values
- Customer Obsession
- Own It
- Continuous Improvement
- High Standards
- One Team
Environment + Sustainability
2030
Net Zero Target
Aiming to achieve net zero emissions by the year 2030, demonstrating a strong commitment to sustainability and climate action.
- Working to reduce operational carbon footprint
- Focus on energy efficiency and reducing waste
Inclusion & Diversity
- Fostering a diverse, inclusive culture where all employees are valued and respected
- Ensuring equal opportunities for growth and advancement
- Continuing to make measurable progress toward gender parity and diversity at all levels