Director, Success Engineering (Strategic)
The Director of Success Engineering leads the team responsible for the technical success of ServiceTitan's largest customers - franchise systems, multi-location enterprises, and PE-backed platforms. Your team owns the product outcomes that protect and grow revenue: adoption, utilization, workflow optimization, and proactive technical intervention across our Core, Pro, Max, and FinTech offerings.
This is a builder role. You'll define what a world-class technical success function looks like at ServiceTitan, partner closely with our sales and post sales leadership to deliver a unified post-sales motion, and influence the product roadmap by serving as the executive voice of the customer. You'll lead a team that combines deep product mastery with executive presence, operates with urgency, and translates complex technical needs into measurable business value.
The ideal leader brings a track record of building and scaling technical post-sales teams in enterprise SaaS, has direct experience with strategic account portfolios, and knows how to operate in a fast-moving environment where the playbook is still being written.
What You'll Do:
- Build the team. Hire, develop, and retain a high-performing team of Success Engineers supporting Strategic accounts. Define career paths and technical competency frameworks. Coach on technical advisory and the ability to translate product capability into business outcomes for both technical and non-technical audiences.
- Set the charter. Operationalize across adoption, utilization, health monitoring, technical churn intervention, and expansion enablement — establishing the standards, playbooks, and rhythms that drive consistent execution.
- Lead the team's Adoption mandate. Feature utilization tracking, configuration quality, proactive health monitoring, risk identification, and coordination of new Pro/Max product launches and new tenant onboarding for existing customers.
- Drive Growth Enablement. Partner with Sales & CS to identify expansion opportunities. Deliver tailored demos showcasing advanced platform capabilities and new use cases. Build technical strategies that drive upsell and adoption in alignment with customer priorities. Develop ROI narratives and technical business cases for all expansion initiatives.
- Set the bar for Technical Consulting. Establish best practices for customer discovery, technical workshops, and solution design. Create scalable playbooks, demo environments, and reusable technical assets. Partner closely with our Advisory Services Team to scope & support complex projects.
- Own the team's Internal Communication muscle. Partner with Product & Eng leadership to build out a product feedback process and serve as the voice of the customer, advocating for customer requirements and roadmap priorities. Build technical churn risk motion including risk signals, intervention strategies (demos, configuration fixes), and enablement.
- Own Technical Escalations end-to-end. Your team takes the action to resolve issues, partnering with Support & Services, Product, and Eng to drive resolution while keeping customers and relevant stakeholders informed.
- Own team-level performance against success metrics, including product adoption scores, health score improvement across the book, and documented technical churn saves with 90+ day durability.
- Serve as the executive technical sponsor for top-tier strategic customers, engaging directly with VP, C-suite, and operational leadership during EBRs, escalations, and high-stakes initiatives.
- Drive cross-functional influence with Product, Engineering, and Support & Services leadership to advocate for customer needs, prioritize friction points, and shape the product evolution that strategic customers depend on.
- Establish the data and tooling foundation for the team in partnership with RevOps and Central Analytics — including health scoring, adoption composites, whitespace visibility, and the Customer 360 workflow.
- Scope and orchestrate advisory engagements, M&A integration support, and multi-tenant rollouts in partnership with Support & Services, who executes delivery.
- Travel ~30% of the time North America for customer onsites, EBRs, team development, and field engagement with strategic accounts.
What You'll Bring:
- 10+ years in customer-facing technical roles (Technical Account Management, Customer Success Engineering, Solutions Engineering, Professional Services, Consulting), with 6+ years in people leadership, ideally in enterprise SaaS.
- Proven experience building or scaling a high-performing post-sales technical team supporting strategic, multi-location, or enterprise customers. You build processes, set the bar for accountability, and create the systems that let a team scale without sacrificing quality.
- Deep understanding of enterprise software implementations, integrations, and the operational realities of running a business on a platform — including APIs, configuration at scale, and multi-tenant architectures.
- A track record of partnering with commercial leaders (Sales, Account Management, CS) to deliver joint outcomes on retention and expansion, without owning the bag yourself.
- Strong executive presence with the ability to engage C-suite stakeholders alone in the room, build trust quickly, and represent the technical point of view in commercially loaded conversations.
- Experience using product usage data, health signals, and adoption analytics to drive team prioritization and demonstrate value to customers and internal stakeholders.
- Demonstrated ability to influence Product and Engineering roadmaps through structured voice-of-customer signal, not anecdote.
- High comfort with ambiguity and change — you've operated through reorgs, role consolidations, or new motion launches and helped a team find clarity on the other side.
- Excellent communication and storytelling skills — you can translate complex technical realities into the "so what" for executives and the "here's how" for practitioners.
- [Preferred] Direct experience with ServiceTitan or comparable vertical SaaS platforms serving the trades, field service, or multi-location operators across both Core and Pro product surface areas.
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.
Use of AI Technology:
We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.
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, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $218,300 USD - $327,500 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $204,000 USD - $306,000 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.