ServiceTitan

Director, Strategic Customer Success

ServiceTitan

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $166,500 - $222,700 per year

Job Level

Lead

About the role

  • Develop and execute a world-class strategy focused on maximizing Net Dollar Retention (NDR) and ensuring marquee customers exceed their desired business outcomes.
  • Design and implement repeatable, scalable playbooks tailored for enterprise-level accounts to accelerate time-to-value and ensure a high-impact experience.
  • Lead and inspire a team of Strategic Managers and CSMs, focusing on upskilling and empowering them to proactively drive customer value.
  • Maintain a data-driven operating cadence to track key business drivers, forecast retention, and drive strategic decision-making.
  • Partner with Sales, Professional Services, and Product teams to ensure a seamless journey from initial sale through post-implementation.
  • Build trusted, "C-suite" relationships with owners and general managers at our most significant strategic accounts.
  • Act as the final point of resolution for major escalations, implementing long-term process improvements to mitigate future risk.
  • Own systems, processes and continuous improvement of the CS framework to deliver a superior customer experience (including; executive business reviews, customer journey gates, COE, and cross functional teaming).

Requirements

  • 10+ years managing large, high-value, complex books of business within a SaaS environment.
  • Exceptional talent management skills with a track record of developing top-tier teams in high-growth, fast-paced settings.
  • Proven track record of mapping customer journeys and scaling success playbooks for an enterprise/strategic client base.
  • Deep accountability for performance metrics, specifically Retention and Expansion (Upsell/Cross-sell).
  • Ability to inspire a team and build rapport with executive-level stakeholders.
  • Ideally, experience working with complex, business-critical B2B software solutions.
  • Gainsight & Salesforce experience preferred.
  • Ability to travel up to 50%.
Benefits
  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a 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.
  • Holistic health and wellness benefits: 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.
  • Support for Titans at all stages of life: 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 & Tools
Net Dollar Retentioncustomer journey mappingplaybook developmentperformance metricsRetentionExpansionUpsellCross-sellSaaS managementprocess improvement
Soft Skills
talent managementteam leadershipinspirationrapport buildingcustomer value focusstrategic decision-makingcommunicationproblem resolutionempowermentrelationship building