Servicetitan
Cloud‑based SaaS platform powering back‑office, scheduling, dispatch, invoicing and marketing for trades businesses.
Director, Strategic Customer Success
Lead strategic customer success for enterprise SaaS accounts, driving retention and growth.
Job Highlights
About the Role
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).
Key Responsibilities
- ▸retention strategy
- ▸playbook design
- ▸data cadence
- ▸customer journey
- ▸c‑suite relations
- ▸escalation point
What You Bring
• 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.
Requirements
- ▸10+ years
- ▸saas
- ▸gainsight
- ▸salesforce
- ▸customer journey
- ▸retention
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.
Work Environment
Hybrid