ServiceTitan · 11 hours ago
Director, Strategic Customer Success
United States
Full-time
Remote
Director/Executive
$166K/yr - $223K/yr
10+ years expServiceTitan is a company focused on providing exceptional customer experiences for its strategic accounts. The Director of Strategic Customer Success will lead a team to develop strategies for retention and customer satisfaction while collaborating with various departments to ensure a seamless customer journey.
CRMInformation TechnologyOperating SystemsSaaSSoftware
Responsibilities
Lead Customer Success Strategy: Develop and execute a world-class strategy focused on maximizing Net Dollar Retention (NDR) and ensuring marquee customers exceed their desired business outcomes
Scale Strategic Playbooks: Design and implement repeatable, scalable playbooks tailored for enterprise-level accounts to accelerate time-to-value and ensure a high-impact experience
Mentor & Develop Talent: Lead and inspire a team of Strategic Managers and CSMs, focusing on upskilling and empowering them to proactively drive customer value
Establish Operational Excellence: Maintain a data-driven operating cadence to track key business drivers, forecast retention, and drive strategic decision-making
Drive Cross-Functional Collaboration: Partner with Sales, Professional Services, and Product teams to ensure a seamless journey from initial sale through post-implementation
Cultivate Executive Relationships: Build trusted, "C-suite" relationships with owners and general managers at our most significant strategic accounts
Own Customer Escalations: Act as the final point of resolution for major escalations, implementing long-term process improvements to mitigate future risk
Systems and Process: 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)
Qualification
Required
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
Ability to travel up to 50%
Preferred
Software experience: Gainsight & Salesforce experience preferred
Benefits
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.
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
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.
Company
ServiceTitan
ServiceTitan is a software solution that manages operations for businesses in the home service industry, including scheduling and invoicing.
1001-5000 employees
H1B Sponsorship
ServiceTitan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (54)
2024 (49)
2023 (45)
2022 (73)
2021 (64)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
$1.46BKey Investors
Thoma BravoIndex VenturesBattery Ventures
2024-12-12IPO
2022-11-10Series H· $365M
2021-06-30Series G· $200M
Leadership Team
Ara Mahdessian
Co-Founder and CEO
Vahe Kuzoyan
President & Co-Founder
Recent News
Crowdfund Insider
2026-01-19
2026-01-15
Company data provided by crunchbase