Director, Pest and Lawn Success & Onboarding
ServiceTitanReady to be a Titan?
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 managers, designers, and product marketers works closely with our thousands of users to help make their lives easier through technology. We embrace agile development and design thinking to ship hundreds of new features every month. We measure our success based on our customer’s success. We strive for real impact.
What you’ll do:
You will serve as a leader on the broader Client Services Leadership team, contributing to the client success vision and multi-year strategy. You'll be responsible for the strategic goals and tactical execution for the Pest & Lawn business unit, overseeing the entire post - sales implementation customer lifecycle.
Your primary responsibilities will include:
Team Leadership: Build and mentor a world-class team by recruiting top performers, coaching them to achieve desired business outcomes, and fostering a continuous learning environment. You'll lead by example, embodying company values and inspiring a positive culture.
Operational Management: Own the overall success, planning, and staffing of your teams. You will define and manage all operational metrics, from high-level KPIs to individual scorecards, to measure performance and ensure key financial objectives are realized.
Problem-Solving & Resolution: Develop and implement processes to positively influence key client business metrics, quickly addressing at-risk client situations and serving as a leadership sponsor for customer escalation calls to align resources for resolution.
Strategy & Process: Oversee the development of the Mergers & Acquisition program framework and methodology. You will also develop and implement processes to positively influence key client business metrics, identify at-risk situations, and design an account planning methodology for CSMs.
Customer Advocacy: Act as a leadership sponsor for customer escalation calls and establish strong relationships with executives at key clients. You will ensure a clear feedback loop with product leadership and demonstrate subject matter expertise regarding the implementation process.
Cross-Functional Collaboration: Foster healthy and constructive relationships with other senior leaders within the broader ServiceTitan organization to ensure consistency and focus on client outcomes through all post-sale touch points.
What you’ll bring:
7+ years of experience in leading customer-facing organizations, ideally in a B2B SaaS environment.
10+ years of experience in post sales: Success, Onboarding and Account Management roles, including upsell and renewal responsibilities.
Expert-level understanding of value drivers in recurring revenue business models.
Experience in the Pest & Lawn industry is a plus
Experience in a fast-paced, agile tech environment with proven talent management skills.
Strong empathy for customers and a passion for revenue and growth.
Excellent communication, presentation, and leadership skills with the ability to influence senior customer leadership.
An analytical and process-oriented mindset with a desire for continuous learning and improvement.
A Bachelor's degree is preferred, with a preference for computer science or related degrees; an MBA or relevant graduate degree is strongly preferred.
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 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.The expected salary range for this role for candidates residing in the United States is between $151,100 USD - $202,100 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.