Director, Customer Success Commercial & Construction

Ready to be a Titan?
We solve real-world problems in the home services industry. We are passionate about bringing innovative and delightful solutions to traditional problems and workflows. Our ambitious team of product managers, designers, and product marketers works closely with our thousands of users to help make their lives easier through technology. We embrace agile development and design thinking to ship hundreds of new features every month. We measure our success based on our customer's success. We strive for real impact.
What you'll do:

• Oversee the emerging Commercial & Construction account portfolio , responsible for strategic goals and tactical execution across the department.
• Own the entire post Implementation customer lifecycle for the relevant segment - implement best practices, fine tune the customer journey, identify opportunities for listening points and interventions
• Bring fluency to both high touch & one to many digitally infused customer motion where tailored, proactive messaging meets the precise needs of each customer
• Influence customer lifetime value realization through higher platform adoption, customer business results and account satisfaction/NPS
• Work with the product leadership team to ensure feedback loop and roadmap strategy is effectively communicated
• Establish and maintain strong relationships with owners, general managers and other executives at marquee clients
• Provide strategy, leadership, and guidance to direct reports ; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved. Exception talent manage
• Define and manage all operational metrics for the teams from high level KPIs to individual scorecards
• Work closely with other internal client facing teams to ensure consistency and focus on client outcomes through all post sale touch points
• Developing and implementing processes that positively influence key client business metrics, uncovering at-risk client situations and acting quickly to avoid attrition
• Design and implement Account Planning methodology that CSMs can leverage to conduct stakeholder management and plan value-based adoption campaigns
• Partner with onboarding to ensure processes are optimized across all segments within the corporate space
• Serve as leadership sponsor for customer escalation calls , aligning the resources needed for resolution
• Own CSM/Manager hiring efforts to ensure coverage of corporate customer portfolio

What you'll bring:

• 7+ years experience in leading customer-facing organizations
• 10+ years experience in Customer Success/Service/Account Management roles
• Fluency with a digital solution set with proven success delivering customer value
• Exceptional talent management experience in a fast pace, hyper growth environment
• Experience in Commercial and/or Construction industries is a plus
• Bachelor's degree with preference for computer science or related degrees; MBA or relevant graduate degree is strongly preferred
• Expert level understanding of value drivers in recurring revenue business models
• Background of post-sale experience required , including upsell and renewal responsibilities
• Strong empathy for customers AND passion for revenue and growth
• Enthusiastic and creative leader with the ability to inspire others

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• 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 Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role is between $124,000 - $178,000. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.