Senior Director, Implementation (Aspire)

Who We Are:
We're Aspire, the leading SaaS provider for the landscaping and commercial cleaning industries and a proud member of the ServiceTitan family since 2021. Our cloud-based business management system automates all aspects of field service operations for enterprise and small to medium-sized businesses enabling our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue. Trusted by thousands of premier field services leaders in the US and Canada, our solutions empower our clients to make better business decisions for their companies. Our partnership with ServiceTitan has enabled us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture.

What You’ll Do: 

• Serve as part of the broader Client Services Leadership team, contributing to our broader client success vision and multi-year strategy

• Own the overall success, planning, growth, and staffing of the Implementation Services team including the sub-divisions within the department: MidMarket, Mergers & Acquisition, and Project Engineers

• Build a world-class team by recruiting top performers, fostering a continuous learning environment, and coaching team members to achieve desired business outcomes.

• Lead by example through communication and embodiment of our company values, to instill and promote desired culture and positive daily interactions of local staff.

• Oversee the development of the Mergers & Acquisition program framework, and methodology to support acquisition activity within all key business markets. 

• Measure the effectiveness of Implementation performance by closely monitoring production KPIs that decrease time to first value, improve quality with exit criteria out of the implementation phase, and drive client satisfaction

• Demonstrate Subject Matter Expertise regarding the implementation process to our customers. Understand their needs and communicate them clearly and effectively to other Titans for action if needed

• Manage a balanced scorecard of metrics throughout the project lifecycle including activations/onboarder, budget to actual (hours), cycle time, CSAT, Health Score as well as Support calls post go-live 

• Foster healthy and constructive cross functional relationships with other Sr. leaders within all functions of Aspire and broader ServiceTitan organization as needed. 

• Develop and maintain a functional AOP ownership process alongside the designated FP&A team to ensure key financial objectives are realized. 

What You’ll Need: 

• 4-7+ years experience in leading customer-facing organizations

• 7-10+ years of industry experience

• Agile leadership in a fast-paced tech environment

• Expert-level understanding of value drivers in recurring revenue business models

• Background of post-sale experience required, ideally in B2B SaaS

• Strong empathy for customers AND passion for revenue and growth

• Ability to lead and influence senior customer leadership

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Enthusiastic and creative leader with the ability to inspire others

• Excellent communication and presentation skills

• Relevant Bachelor’s degree; preference for computer science or related degrees

Where You’ll Work:
This position will be remote.

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, On