ServiceTitan

Own executive relationships and technical solution design for strategic accounts while driving adoption, measurable outcomes, retention, and growth. | Requires 5+ years in customer success, solutions architecture, or a similar technical customer-facing role, plus SaaS proficiency, SQL-based data analysis, and communication of technical solutions. | Ready to be a Titan? The Strategic Customer Success Manager owns the customer relationship and the technical solution in one seat. Our strategic customers need a CSM who can diagnose how their business runs inside ServiceTitan, design the fix, and drive it to adoption, not hand the technical work to another team. You will own a portfolio of strategic accounts. For each, you hold the executive relationship, the adoption and outcomes plan, and the solution design: configuration, workflows, integrations, and data. You work closely with Implementation, Support, Product, and Engineering, and you are the person who finds the answer when an account is stuck. What you'll do: Strategic customer success Own the executive relationship, business reviews, and success plan for a portfolio of strategic accounts, tied to measurable outcomes. Lead escalations end to end: triage, root cause, cross-team coordination, and clear customer communication until resolved. Monitor adoption and health, and turn gaps into prioritized, owned action plans. Forecast and protect renewals; identify and develop expansion opportunities with Sales. Represent the customer inside ServiceTitan, bringing product feedback with evidence and business impact. Solution architecture Run technical discovery: map the customer's workflows, data, third-party systems, and pain points to ServiceTitan capabilities. Design and document solutions, including configuration, feature gates and settings, pricebook and estimate structures, workflows, reporting, and supplier or third-party integrations. Troubleshoot complex issues hands-on: reproduce, inspect configuration and data, and distinguish a setup gap from a product defect. Partner with Implementation, Support, and Engineering to scope, validate, and ship fixes, and write the case when a gap needs Product's attention. Build reusable assets (SOPs, templates, best-practice configurations, enablement content) so solutions scale across accounts. Use SQL, reporting, and AI tooling to find patterns across customers and speed up diagnosis. What you'll bring: 5+ years in customer success, solutions architecture, implementation, professional services, or a similar customer-facing technical role, with strategic or enterprise accounts. Demonstrated ability to solve customer problems technically: you can show a time you found the root cause in configuration, data, or an integration and designed the fix yourself. Working knowledge of SaaS platforms: workflows, permissions and settings, data models, APIs and integrations, and reporting. Comfort with data: able to query, filter, and interpret data (SQL or equivalent) to support a diagnosis or a business case. Executive-level communication: you can explain a technical solution to a business owner and a business goal to an engineer. Track record managing escalations and cross-functional work without direct authority. Structured, documented working style: clear solution designs, action plans, and handoffs. Preferred qualifications and success measures Experience with field service, home services, construction, or roofing and exteriors workflows. Hands-on ServiceTitan experience, such as configuration, pricebook, estimating, or integrations. Experience with third-party or supplier integrations, scripting or automation, or building with AI tools. Background in both a CSM and a technical or architect role. How success is measured Customer outcomes Adoption of targeted features and progress against each account's success plan Retention and growth Gross and net revenue retention for the portfolio; expansion pipeline sourced Technical resolution Time to root cause on escalations; share of issues resolved without a handoff Scalability Reusable solutions, SOPs, and templates adopted by the wider team Customer sentiment Executive sponsor engagement and satisfaction trend 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. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. 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 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. 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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $111,800 USD - $167,600 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $104,500 USD - $156,700 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

Lead a team delivering scalable post-sales processes and systems improvements, from stakeholder discovery and requirements through testing, launch, change management, and KPI tracking. | Requires 5+ years in SaaS business operations, people leadership, Salesforce expertise, cross-functional project delivery, process mapping, technical user stories, UAT, and familiarity with AI tools. | Ready to be a Titan? ServiceTitan is looking for a high-impact Manager to join our Post Sales Process & Automation team. This role is ideal for someone who thrives on coaching and developing team members, turning ambiguity into clarity, building scalable processes and solutions, and driving operational excellence across post-sales functions. The right candidate will be a self-starter, a trusted cross-functional collaborator, and a strategic thinker who owns projects from ideation to execution. The ideal candidate is a proactive communicator and critical thinker with a strong background in revenue systems, process improvement, and project management—comfortable navigating ambiguity in a dynamic, fast-paced environment. What You'll Need • Act as a strategic partner to stakeholders by identifying business problems and proactively proposing scalable processes and solutions through the entire customer journey. • Document and analyze current state workflows to proactively develop a point view on areas for improvement through process mapping. • People management duties including providing actionable feedback to team members, allocating capacity among direct team and across broader team and stakeholders, holding team accountable to delivery deadlines and performance standards, and delegating effectively to team members in the U.S. and abroad. • Use and recommend best practices when designing and delivering solutions to improve business process and efficiency in various integrated systems, such as Salesforce, Smartsheet, Salesloft, and Gainsight. • Push the organization forward in terms of AI tooling and development. Bring an AI first mindset to solution design and all job responsibilities. • Implement and maintain KPIs to track the effectiveness of new solutions, while using data-driven insights to continuously seek opportunities for innovation to drive ongoing improvements. • Take full ownership of initiatives and projects, including timeline, requirements gathering, stakeholder alignment, testing, launch, and post-launch support. • Own change management plans and activities, including structured change assessments and coordination with enablement team. • Able to proactively prioritize work based on impact, urgency, and alignment to business goals—ensuring clarity of focus amidst competing requests and with little direction. • Build strong, trust-based relationships across cross-functional teams by proactively learning their goals, workflows, and pain points—ensuring solutions are tailored to how teams actually operate, not just how processes are designed. • Confidently make decisions using business judgment, data analysis, and input from stakeholders. • Participate in team events during the Software Development Lifecycle (SDLC). • Including, but not limited to the following: daily stand-up, sprint planning, sprint review, sprint demos, User Acceptance Testing (UAT). • Develop user stories, use cases, with functional and technical specifications to effectively communicate requirements to developers. • Lead (UAT) to ensure the solution meets the requirements and functions as intended. • Gather user feedback and analyze usage data post-launch to inform future enhancements and updates. • Partner with stakeholders and various leaders to align business roadmap with cross-team capacity and prioritization for system development. • Perform ad-hoc or Business As Usual (BAU) requests from stakeholders. What You'll Bring: • 5+ years of related work experience in the following: • Business operations within SaaS with a strong knowledge of the customer journey. • Demonstrated experience working independently on complex projects with minimal supervision. • Leading teams and developing team members, including balancing personal IC ownership with delegation to team members. • Leading business transformation or cross-functional initiatives that delivered measurable outcomes. • Experience with AI tooling such as Claude and Cursor. • Must have strong prioritization skills and experience managing a portfolio of projects and BAU work. • Creating process maps, writing technical user stories, documenting business requirements and running user acceptance tests. • Cross-functional (written & verbal) communication, with the ability to simplify and explain complex problems to stakeholders of all levels and backgrounds. Additional emphasis on experience with executive level communication. • Ability to effectively prioritize and manage changing priorities, recurring or ongoing tasks and major projects. • Understanding business information to make effective business decisions in areas of expertise. • Understanding of the business to apply knowledge and drive system & process best practices to meet organizational objectives. • Self sufficient self starter, forward and critical thinking, self starting problem solver, and work with little direct supervision. • Gainsight, Salesloft and/or Smartsheet experience preferred. • Salesforce experience is a must with an excellent understanding of best practices and functionality. • Bachelor’s in Computer Science, Computer Information Systems, Business Management, Business Administration or a related engineering or business field is favorable but not required. 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. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. 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 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. 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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role isZone 1: $134,500 USD - $201,700 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WAZone 2: $125,700 USD - $188,500 USD Applicable for: All other US locations.International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

Conduct high-value generative and evaluative research across field and consumer product areas to influence product vision and design priorities, mentor team members, and scale research capacity by coaching designers and product managers on usability testing. | Requires 5-8 years of product research experience with business users and end consumers and a bachelor's degree in a relevant field or equivalent experience. | Ready to be a Titan? ServiceTitan strives to be the best place our Titans have ever worked, so they can do the best work they've ever done. The Experience Design (XD) team is central to this mission. 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 designers works closely with product managers, engineers, product marketers, and thousands of our users to help make their lives easier through technology. We embrace agile development and design thinking to ship dozens of new features monthly. We measure our success based on our customer's success. We strive for real impact. We are looking for a talented Senior User Experience Researcher to support research across two connected areas: Field (technician and consumer payments experience) and Consumer (marketplace and agents). This role researches both sides of our business — the trade professionals who use ServiceTitan every day, and our customers' customers: the homeowners and consumers who book, schedule, and experience service through the businesses we power. On Field, you'll partner with and be guided by our Staff User Experience Researcher, Field Enablement. On Consumer, you'll partner with our AI orchestration lead to ground the marketplace and agent experience in real consumer behavior. You'll also support our research democratization efforts, coaching Product Designers to plan and run their own self-service usability studies so research capacity scales beyond the research team itself. The Senior User Experience Researcher must be innately curious, passionate about user research and testing, and an organized and creative thinker eager to learn. They must also be open to exploring outside-the-box, innovative study and recruiting techniques to succeed as a member of our growing Experience Design team. This is an opportunity to leave your thumbprint on category-defining software actively disrupting the Home Services industry, at one of LA's rapidly scaling public SaaS company. What you'll do Conduct high-value generative and evaluative research on high-profile initiatives in Field (technician and consumer payments experience) and Consumer (marketplace and agents) Conduct research with our customers' customers — the homeowners and consumers who interact with ServiceTitan-powered businesses through marketplace and agent experiences — in addition to research with our direct trade-business customers Become the go-to expert on the people and problems relevant to Field and Consumer, including how these areas fit into the broader XD portfolio and how they compare to competitor offerings Generate actionable insights that measure how well Field and Consumer meet user needs, and use that data to influence product features, functions, and design priorities Facilitate a deep understanding of the problem space within Field and Consumer, and use those insights to influence the overall vision and roadmap for both areas Prioritize research questions aligned with Field and Consumer team goals, focusing effort on the most impactful research Create and evolve a research strategy for Field and Consumer, aligning with area goals and adjusting methods as studies require Collaborate with Data Science and Analytics to track the impact of research-driven recommendations on live products and features Use AI-assisted analysis to run "what if" scenarios in research reviews, and package reusable insight objects and prompts for the broader design and product org Mentor Associate UX Researchers executing the research strategy, and coach Product Designers and PMs on research exploration and discovery Support and scale a self-service usability testing program — coaching Product Designers to independently plan, run, and analyze their own usability studies with customers and internal subject matter experts, so research capacity grows without adding headcount Partner with Product Designers and other team members on the logistics of usability studies — scheduling, hardware, software, and remote or on-site sessions Work with internal recruitment channels, identify recruiting requirements, write screeners, and partner with recruiting teams to source appropriate participants — including both trade-business users and end consumers Participate in interviewing and evaluating UX Research candidates, applying best practices for hiring interviews and helping grow our network of research talent What you'll bring 5-8 years of demonstrated experience collaborating on new products or features from conception to launch Demonstrated experience conducting impactful research with both business users and their end consumers — ideally in a two-sided or multi-sided product context Experience conducting field research (e.g., contextual inquiry, in-home or on-site studies, ride-alongs) with technicians or frontline workers Demonstrated experience contributing to strategic research that results in high-impact product roadmap decisions Expert understanding of research methodologies and the ability to select the best method for a given task A strong portfolio of research deliverables that align with business objectives and deliver actionable insights that directly impact decision making Experience coaching or enabling non-researchers (designers, PMs) to run their own research — a plus Experience collaborating effectively across functions and teams Degree in Human-Computer Interaction, Design, Sociology, Psychology, Anthropology or related field, or equivalent practical experience 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. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. 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 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. 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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $147,600 USD - $221,400 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $137,900 USD - $206,900 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

Manage enterprise customer accounts to ensure product value and drive revenue through strategic relationship building and data-driven insights. | Requires 4+ years of account or project management experience with strong analytical and communication skills. | Job Description Ready to be a Titan? We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We are a group of driven, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong. As a Customer Success Manager (Enterprise), you will actively manage and develop a portfolio of trades companies and play a key role in ensuring company revenue. The team consists of exceptional account managers who partner closely with the largest and most successful trade service companies in North America to ensure they are maximizing the incredible value of our software. You will directly influence the company's continued success, and help shape the future of the service industry. What you'll do: Develop a portfolio of ~35 Enterprise customer accounts, all of which are high-touch customers with complex needs. By regularly reaching out to your accounts, you will gather intelligence on how they are currently using our products and determine what features and services are most valuable to their businesses, while also coaching them on best practices. Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience. Collaborate with customers by solving complex problems with out-of-the-box solutions to strategically and continually increase product value - All meetings and communications will be delivered with executive-level confidence. Help find new ways to continuously improve our customers experience, both in our product and processes. Analyze user engagement data and identify actionable insight - KPI’s will be reported on regularly. Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities. Be a mentor and resource to new hires, and members of the non-Enterprise Success Team. What you'll bring: 4+ years of combined experience account and/or project management experience in a customer facing role. Proven ability to multi-task and manage multiple projects at a time with strong attention to detail. Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others. Demonstrated ability for and interest in project management and analyzing data sets. Intelligent, quick thinking, fast learning, and solution oriented. To be an adaptable team player with strong communication and organizational skills. < 15% travel nationwide . 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. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. 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 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. 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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.