Senior Manager, Pro Product Success (New Markets)

Ready to be a Titan?

ServiceTitan is a leading cloud-based software platform revolutionizing how service businesses operate. Our solutions support essential industries like plumbing, HVAC, and electrical, helping service professionals improve operational efficiency, enhance customer service, and grow their businesses.

Role Overview:

As a Sr. Manager, New Markets Pro Product Success at ServiceTitan, you will oversee a team of managers dedicated to supporting the adoption, engagement, and long-term success of ServiceTitan’s Pro Products in our Commercial & Construction and Green Businesses. Reporting to the Director, Pro Product Excellence, you will play a key role in driving strategy, optimizing processes, and collaborating cross-functionally to ensure that our Pro Product suite provides exceptional value to customers in these strategic markets. You will be responsible for guiding your team in aligning their efforts with organizational goals, setting KPIs, and continuously evolving customer success methodologies.

What you'll do:

Team Leadership & Development:

• Lead, mentor, and develop a team of managers within Pro Product Success, fostering a culture of high performance, accountability, and continuous improvement.

• Set clear performance expectations and provide coaching, resources, and support to help managers meet or exceed these standards.

• Empower managers to be proactive in customer engagement, helping them drive adoption, utilization, and success within their teams.

Customer Success Strategy & Execution:

• Define, implement, and refine customer success strategies for Pro Products, aligning with overall company objectives and customer needs.

• Own KPIs related to customer retention, expansion, satisfaction, and usage across Pro Products, leveraging data to make informed decisions.

• Work closely with cross-functional teams, including Product Management, Marketing, Sales, and Professional Services, to provide customer insights and advocate for improvements.

Process Optimization:

• Assess and optimize existing workflows, methodologies, and tools to improve efficiency, effectiveness, and scalability within the Pro Product Success function.

• Ensure consistency in best practices across Pro Products and teams, setting standards for communication, support, and performance.

Stakeholder & Executive Communication:

• Act as a liaison to executive leadership, providing updates, insights, and recommendations related to Pro Product customer success initiatives.

• Deliver regular reports on team performance, customer feedback, and product insights, including presenting quarterly business reviews to stakeholders.

Customer Advocacy & Continuous Improvement:

• Promote a customer-first mindset within the team, ensuring that customer feedback is proactively gathered, analyzed, and shared across relevant teams.

• Champion the voice of the customer to drive product improvements, feature requests, and service offerings that enhance the overall experience with Pro Products.

What you'll bring?

• Bachelor’s degree in Business, Technology, or a related field; MBA or relevant advanced degree is a plus.

• 7+ years of experience in Customer Success, Account Management, or a related field, with at least 3+ years in a leadership role managing other managers.

• Strong track record of leading customer-facing teams, preferably within a SaaS or B2B software environment.

• Proven experience developing and implementing customer success strategies and managing KPIs for customer retention, satisfaction, and product engagement.

• Excellent communication and interpersonal skills, with the ability to influence cross-functional teams and represent customer needs to senior leadership.

• Demonstrated analytical abilities, with experience using data to inform decision-making and measure success.

• Experience with customer success platforms (e.g., Gainsight, Totango) and CRM software (e.g., Salesforce).

Preferred Qualifications:

• Experience in a product-driven environment, with a background in Pro Products or similar solutions highly desirable.

• Familiarity with the service industry (e.g., HVAC, plumbing, electrical) and the unique challenges and needs of service-based businesses.

• Ability to thrive in a fast-paced, high-growth company with a dynamic and collaborative work culture.

Why ServiceTitan?

ServiceTitan is dedicated to transforming the service industry, and we are committed to building a customer success team that reflects this vision. As the Sr. Manager of Pro Product Success, you will play a pivotal role in driving customer-centric strategies, leading an exceptional team, and contributing to a product suite that makes a difference in the lives of our customers.

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 for candidates residing in the United States is between $124,400 USD - $166,400 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. 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. Apply