Manager, Success Strategy & Ops

About the Role

Ready to be a Titan? In this role you will own the measurement of weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities. You will use SQL and Tableau to construct data sets and build dashboards that report on the Customer Success program’s health and key initiatives, and you will generate and present insights and recommended actions to senior leadership. You will also look around corners to identify opportunities that improve CS team efficiency and the customer experience. The operational strategy requires forward‑thinking on business cases and problems, shaping the CS team to solve challenges through process enhancements, systems, and technical enablement. You will drive customer‑facing strategy to maximize ROI for ServiceTitan users, increase adoption of new features, and reduce churn risk. Additionally, you will solve the toughest customer and CS team pain points to help make our customers successful, and fully own high‑impact special projects from opportunity identification through execution and iteration. • Measure weekly, monthly, and quarterly performance and forecast customer satisfaction, engagement, challenges, and opportunities. • Build SQL and Tableau datasets and dashboards to monitor CS program health. • Present insights and recommendations to senior leadership. • Identify opportunities to improve CS team efficiency and customer experience. • Develop forward‑thinking business cases and process enhancements for the CS team. • Drive customer‑facing strategy to maximize ROI, increase feature adoption, and reduce churn.

Key Responsibilities

• ▸performance metrics
• ▸sql dashboards
• ▸insight presentation
• ▸process improvement
• ▸customer strategy
• ▸business cases

What You Bring

What you’ll bring includes 4‑6+ years of experience in high‑growth tech companies or management consulting, preferably with functional experience in operations, business operations, revenue operations, or FP&A within SaaS. Must‑have skills are quantitative analysis and publishing findings in dashboard format using Excel/GSheets, Tableau, SQL (Python a plus), and experience with customer success platforms such as Gainsight, ChurnZero, or Planhat. You should be able to distill complex issues into concrete action plans, manage execution, and drive results while thriving in ambiguous, fast‑moving environments. • 4‑6+ years experience in high‑growth tech or management consulting, preferably SaaS operations/FP&A. • Strong quantitative analysis skills; proficient in Excel/GSheets, Tableau, SQL (Python a plus). • Experience with customer success platforms such as Gainsight, ChurnZero, or Planhat. • Ability to translate complex problems into actionable plans and drive results. • Comfortable thriving in ambiguous, fast‑paced environments.

Requirements

• ▸4-6 yrs
• ▸quantitative analysis
• ▸excel
• ▸tableau
• ▸sql
• ▸customer success

Benefits

What We Offer includes flexible time off, learning and development opportunities, and leadership training for Titans at all levels, along with recognition programs such as Bonusly and peer‑nominated awards. Comprehensive health and wellness benefits cover company‑paid medical, dental, and vision, FSA/HSA, 401k match, and telehealth options. Support for all life stages features parental leave, up to $20k in fertility services, surrogacy and adoption reimbursement, on‑demand maternity support, free breast‑milk shipping, pet insurance, legal advisory services, and financial planning tools. Compensation is fair and equitable, with a US salary range of $136,600‑$182,600 plus bonus, equity, and a holistic suite of benefits, as we build the first end‑to‑end solution to transform the trillion‑dollar trades industry. • Own high‑impact special projects from conception through execution. • Flexible time off and support for autonomous work. • Comprehensive health benefits (medical, dental, vision) and 401k match. • Parental leave, fertility, surrogacy, adoption assistance, and other life‑stage support.

Work Environment

Office Full-Time