Manager, Strategic Customer Success
ServiceTitan
Director, Customer Engagement
G2
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
Cloud
About the role
- Lead and manage Customer Support and Customer Review Programs teams to meet KPIs and service levels
- Oversee a global customer support organization and a campaign-focused review program team
- Manage ~4 managers/team leads and 20+ global resources across US, APAC, and EMEA
- Establish a unified operational vision while respecting distinct workflows and success metrics
- Deploy and optimize AI tooling and automation (e.g., Forethought) to improve productivity and resolution speed
- Optimize global coverage models for continuous service and cost efficiency
- Establish and monitor KPIs for human and technology-assisted productivity
- Maintain high customer satisfaction, ensure SLAs, and drive review volume and quality
- Hire, coach, create career paths, and promote continuous improvement and data-driven decisions
- Occasional early morning meetings to align with global teams
Requirements
- Bachelor’s degree or equivalent experience in business, customer experience, or related field
- Minimum 8 years in operational leadership and management roles within technology or SaaS organizations
- Experience managing multiple teams or functions
- Proven success delivering operational excellence in customer-facing support and program execution environments
- Demonstrated experience implementing and scaling AI and automation tools (Forethought.ai experience preferred)
- Strong cross-functional collaboration skills with product, engineering, marketing, and customer success
- Proficiency in operational toolsets including Salesforce Service Cloud, Jira, and analytics platforms
- Data-driven decision maker able to translate metrics into action plans
- Experience leading global, distributed teams across US, APAC, and EMEA
