Senior Analyst, Success Strategy & Operations

Ready to be a Titan?

The Senior Analyst, Success Strategy & Operations is an integral role on the Revenue Strategy & Operations team directly partnering with Customer Success (CS) to make ServiceTitan’s customers extraordinarily successful. The CS Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Gross and Net Revenue Retention, Customer Adoption, and Sentiment. 

This specific role will focus on a mix of strategic and operational projects supporting CS while also working closely with counterparts who own other components of the customer journey (GTM, Onboarding, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience. The role will include a mix of (1) oversight of day to day operations, process, and production of the CS program; (2) process optimizations to design a best in class CS experience for our customers; and (3) strategic “special projects” focused on high-level impact the CS function can drive for ServiceTitan. The individual has a well-rounded background - including analytic rigor, project management, and a mix of strategic and operational work. S/he will be able to quickly jump in and take day-to-day ownership of key CS initiatives and their outcomes.

What you'll do: 

• Analysis and Insights:

  • Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities

  • Use SQL / Tableau to construct data sets and build dashboards reporting on CS program’s health and key initiatives

  • Generate and present insights / recommended actions to senior leadership to help drive outcomes for our CS team

  • Look around corners to understand where opportunities exist to improve CS team efficiency and customer experience 

• Operational Strategy

  • Be forward-thinking on business cases and problems, and how the CS team can be geared to help solve (e.g., process enhancements, systems and technical enablement, etc.)

  • Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc.

  • Solve the toughest customer and CS team pain points to help make our customers successful

• Special Projects: 

  • Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration

What you will need:

• 2-4+ years of work experience in a combination of high growth tech companies and/or management consulting

• Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred

• Experience running quantitative analyses, and publishing findings in dashboard format (e.g. strong experience with Excel/GSheets, Tableau, SQL, [Python is a plus])

• Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat, etc.) preferred

• Ability to distill complex issues into concrete action plans, manage execution, and drive results

• To be energized by ambiguity and dynamic working environments that provide a diverse experience and opportunity to tackle different problems

• To know how to balance getting the details right while still moving fast

• Demonstrated excellence in cross-functional communication, with the ability to simplify and explain complex problems to stakeholders of all levels

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, One Medical, Ginger and more. 

• Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.