Manager, Success Strategy & Ops

at  SERVICETITAN INC

READY TO BE A TITAN?

The Manager - Success Strategy & Operations is an integral role on the Revenue Strategy & Operations team directly partnering with Customer Success (CS) to make ServiceTitan’s customers extraordinarily successful. The CS Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Gross and Net Revenue Retention, Customer Adoption, and Sentiment.
This specific role will focus on a mix of strategic and operational projects supporting CS while also working closely with counterparts who own other components of the customer journey (GTM, Onboarding, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience. The role will include a mix of (1) oversight of day to day operations, process, and production of the CS program; (2) process optimizations to design a best in class CS experience for our customers; and (3) strategic “special projects” focused on high-level impact the CS function can drive for ServiceTitan. The individual has a well-rounded background - including analytic rigor, project management, and a mix of strategic and operational work. S/he will be able to quickly jump in and take day-to-day ownership of key CS initiatives and their outcomes.

WHAT YOU’LL DO:

• Analysis and Insights:
• Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities
• Use SQL / Tableau to construct data sets and build dashboards reporting on CS program’s health and key initiatives
• Generate and present insights / recommended actions to senior leadership to help drive outcomes for our CS team
• Look around corners to understand where opportunities exist to improve CS team efficiency and customer experience
• Operational Strategy
• Be forward-thinking on business cases and problems, and how the CS team can be geared to help solve (e.g., process enhancements, systems and technical enablement, etc.)
• Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc.
• Solve the toughest customer and CS team pain points to help make our customers successful
• Special Projects:
• Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration

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 Founders Club- open to all Titans.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% 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

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