Director, Client Success
ServiceTitan
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $166,500 - $222,700 per year
Job Level
Lead
About the role
- Own all Success team performance metrics - from adoption and health indicators to value realization and renewals - in service of long-term customer success and satisfaction.
- Develop scalable processes for account planning, customer segmentation, risk identification, and playbook-driven engagement.
- Serve as a senior escalation sponsor, partnering with customers’ executive teams and internal stakeholders to resolve issues quickly and decisively.
- Ensure that insights from Success are translated into product improvements, strategic recommendations, and cross-functional alignment.
- Define the long-term vision for Customer Success at Aspire, establishing a strategy that accelerates customer outcomes, drives adoption, and supports both retention and expansion.
- Build mechanisms that ensure we dive deep into customer needs, anticipate risks early, and respond with urgency and ownership.
- Build, mentor, and scale a world-class Success organization - hiring exceptional Titans, developing them into top performers, and cultivating a culture grounded in trust, accountability, and continuous learning.
- Partner closely with leaders across Product, Implementation, Sales, Support, and Operations to ensure a seamless, consistent, customer-first experience.
Requirements
- 10+ years of experience in post-sales functions such as Customer Success, Account Management, or related customer-facing leadership roles.
- Demonstrated ability to lead multi-layered Success organizations that deliver both qualitative and quantitative customer outcomes.
- Deep understanding of recurring-revenue business models, customer value drivers, and the levers that influence retention and expansion.
- Experience defining and operating against measurable KPIs, with a bias for action and an analytical, process-oriented approach to decision-making.
Benefits
- Flexible time off with ample learning and development opportunities to continue growing your career.
- 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 more.
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA , 401k match, and telehealth options including memberships to One Medical.
- Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI definitionaccount planningcustomer segmentationrisk identificationdata analysisprocess developmentcustomer engagement strategiesproduct improvement insightsstrategic recommendationscross-functional alignment
Soft skills
leadershipmentoringproblem-solvingcommunicationcollaborationurgencyownershiptrust-buildingaccountabilitycontinuous learning