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.