Manager, Pro Product Success

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Welcome to Pro Product Experience! Where we accompany our customers every step of the way on their journey to super-charging their business. We bring passion to what we do every day because it matters to our customers and their customers. We build relationships that go far beyond a business partnership. We are a group of ambitious, 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 PPX team is where you belong.

Manager, Pro Product Success - Corporate

As a Manager on ServiceTitan’s PPX Success team, you will support a passionate and creative group of Pro Product Specialists (PPS) to provide an exceptional experience for our Strategic Home Service companies in the U.S. In this role, you will be a critical member of our Success Management team and will help shape ServiceTitan’s strategy for Pro Product retention, adoption, and customer satisfaction.

What you'll do: 

• Build a strong team environment and relationships with key internal stakeholders across various ServiceTitan departments and Core Success Managers

• Equip each Strategic specialist with the fundamental knowledge, skills, processes, and tools to deliver the best-in-class customer outcomes and manage at-risk accounts in a centralized model

• Track goals and drive OKR attainment through quantitative reporting, coaching, and real-time feedback

• Establish a dynamic strategy and quarterly initiatives based on forecasted needs and shared goals with Strategic Customer Success

• Communicate team performance on key projects, account health, and open upsell opportunities 

• Empower team engagement and alignment through weekly 1:1s, progress reports, goal tracking

• Develop key relationships with our Product organization to advocate for team-specific enhancements and provide anecdotal feedback

What you'll bring:

• 3+ years Customer Success Management experience

• Relevant work experience in SaaS account, Customer Success Management or a related field in software and technology (experience in the Home Services industry a plus!)

• Proven leadership skills; track record of motivating others and maintaining high team morale

• Excellent emotional intelligence, patience and active listening skills

• Respected by peers and direct reports; someone others love to work with and for

• Handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions

• Deep understanding of what constitutes great customer service, including specific techniques

• Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail

• Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning

• Familiarity with SaaS business models a plus

• Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”

• Willingness and desire to proudly represent the ServiceTitan brand

• Ability to work a weekly, US Eastern Timezone schedule M-F

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 (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.

• Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, 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.