ServiceTitan

Role Description As a Customer Success Manager, Enterprise – Max, you will manage a curated portfolio of strategic, growth-oriented customers enrolled in Max. You will serve as the executive-facing strategic advisor, helping customers translate automation and operational data into measurable business outcomes. Max represents our highest level of customer partnership — combining automation strategy, elevated customer success engagement, and measurable growth outcomes into a unified revenue ecosystem. Max is not a product bundle — it is a structured, outcomes-driven growth experience for our most forward-thinking customers focused on end-to-end automation to drive more leads, higher booking rate and increased average ticket. You will work closely with dedicated Max Specialists to partner on onboarding, activation, and workflow execution across the platform. While the Specialist drives automation implementation, you will own the ideal foundation, strategic alignment, growth planning, executive engagement, and long-term value realization. If you are passionate about helping contractors scale through automation, thrive in high-visibility and high-stakes environments, and want to shape the future of ServiceTitan — the Max team is where you belong. Qualifications - 4+ years of account management, enterprise customer success, product specialist, or strategic consulting experience in a customer-facing role. - Experience managing high-touch, complex SaaS accounts with executive stakeholders. - Demonstrated ability to drive measurable outcomes such as revenue growth, adoption lift, retention, or expansion. - Strong executive communication skills and ability to confidently facilitate business reviews. - Proven ability to analyze data sets and translate insights into strategic recommendations. - Experience working cross-functionally with product, sales, and/or implementation teams. - Self-starter who thrives in a fast-paced, evolving environment. - Highly organized with strong prioritization and project management skills. - Intelligent, adaptable, and solution-oriented. - ~30% travel nationwide. Requirements - Manage a Max Portfolio - Own a portfolio of 20 Max customers, executive visibility, and strong growth potential. - Serve as the primary strategic advisor across the Max ecosystem, ensuring alignment to drive measurable business outcomes. - Develop and maintain Executive Success Plans that connect automation strategy, product adoption, and operational KPIs to customer growth goals. - Conduct recurring Executive Business Reviews focused on end-to-end automation, key business performance, and product roadmap. - Proactively identify and mitigate risk, ensuring strong adoption and long-term retention. - Leverage usage data, automation benchmarks, and KPI reporting to deliver data-backed recommendations and expansion strategies. - Onsite Executive Engagement & Field Partnership - Conduct strategic onsite visits to strengthen executive relationships and deepen operational understanding. - Facilitate in-person business reviews, automation workshops, and change management. - Observe field operations to identify workflow gaps and automation opportunities. - Partner with customer leadership teams to align frontline execution with executive growth strategy. - Represent Max with executive presence and ensure onsite engagements drive measurable outcomes and next-step accountability. - Deliver an Elevated Max Experience - Help customers operationalize automation into daily workflows to increase stickiness and long-term expansion potential. - Partner closely with the Max Specialists to ensure seamless onboarding, activation, and cross-product integration. - Act as the strategic conduit between Max customers and internal Product teams by surfacing actionable feedback that improves product velocity and customer experience. - Support participation in beta programs and early-access initiatives when aligned to customer strategy and readiness. - Ensure all touchpoints within Max feel cohesive, premium, and outcomes-focused. Benefits - Flextime, recognition, and support for autonomous work. - Flexible time off with ample learning and development opportunities. - Comprehensive onboarding program and leadership training for Titans at all levels. - Holistic health and wellness benefits including company-paid medical, dental, and vision. - Parental leave and support, fertility services, and adoption reimbursement. - Financial planning tools and legal advisory services.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Master the financial modules of ServiceTitan, including invoicing, accounts receivable, job costing, and more to provide expert guidance and creative solutions. • Troubleshoot and resolve issues related to accounting integrations, such as with QuickBooks, Sage Intacct, and other platforms. • Guide customers on accounting best practices within our software, including chart of accounts setup, financial reporting, and month-end closing procedures. • Prevent escalations and de-escalate customers by leveraging support tools and in-depth testing to efficiently resolve complex financial workflow cases.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions • Become a product expert and develop creative solutions and workflows that best meet customer needs • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

Role Description We’re looking for someone to lead development aspects of the Infrastructure engineering team at ServiceTitan. You must have a strong background in responsive web application development, building distributed systems for scale, and a proven ability to deliver technical leadership and strong architectural thought process. Our Site Reliability and Infrastructure Engineering team is an investment by Cloud to make impactful changes to ServiceTitan that help us constantly run better, faster, and cheaper. This team centralizes the concerns of developing and providing measurements and guidance, so every engineer is able to improve availability and efficiency in their area of the ServiceTitan cloud. Infrastructure Engineering improves ServiceTitan’s customer experiences by: - Increasing availability and performance - Reclaiming time spent by engineers diagnosing issues or configuring software - Reducing the total cost of owning and operating products and services Come join us! What You'll Do: - Design, develop, test, troubleshoot, debug, optimize, scale, perform capacity planning, deploy, maintain, and improve software applications. - Coding and Automation of Applications on Cloud Platform. - Work collaboratively across the company to design, communicate and assist with adoption of best practices in architecture and implementation. - Participate in research, development, support, management, and other company initiatives. - Collaborate with Product Engineering teams to plan and deploy product releases. - Work with Engineering leadership to build scalable infrastructure & shared services. - Define non-functional requirements as part of the product lifecycle. - Contribute to product development / engineering as needed. - Resolve product/service defects or design changes. - Establish strong relationships with company's leadership. Qualifications - BS or MS in Computer Science (or equivalent diploma and/or certifications) with 8-10 years related experience. - Familiarity with Continuous Integration and Delivery including experience with tools such as Jenkins or Team City. - Strong expertise & experience with Kubernetes, Functions/Serverless computing, Distributed messaging systems (Kafka, Event Hubs, SQS), Data Lakehouse architectures (e.g. Snowflake, Databricks Delta), and API gateways. - Administration and building automation for Azure, AWS or other public cloud technology. - Hands-on experience with a Distributed Version Control System such as Git. - Advanced knowledge of programming languages: C#, Visual Basic, PowerShell, Java. - Experience scripting provisioning of servers, applications, and/or infrastructure in a production environment at scale. - Knowledge of software development best practices, SDLC, and experience deploying high availability systems and software. - Experience with troubleshooting distributed web applications in a production environment. - Log / Metric collection and analysis tools (e.g. Elasticsearch-Logstash-Kibana, DataDog, Grafana). Requirements - Enjoy being directly accountable for the reliability of a business-critical, large-scale enterprise system. - Comfortable guiding and making decisions with limited information. - Capable of operating within trade-offs present when solving for immediate needs versus bigger scale solutions. - Subject matter expert in Cloud Infrastructure & Systems Reliability. - Willing to go out of your lane to affect change. - Experience developing metrics, log aggregation, or performance analysis systems. Benefits - Flexible time off with ample learning and development opportunities. - Comprehensive onboarding program and leadership training. - Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents). - FSA and HSA, 401k match, and telehealth options. - Parental leave and support, fertility services, and adoption reimbursement. - Legal advisory services and financial planning tools.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Become a product expert and develop creative solutions and workflows that best meet customer needs. • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases. • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

• Manage the Pro Account Executives on objective and performance achievement • Monitor the full Pro Product sales cycle from prospecting through close • Shape and implement sales strategy and processes • Provide accurate weekly forecasts to sales leadership • Serve as a mentor for your team and be a steward of the ServiceTitan organization • Motivate, incent, and recognize team members to encourage top performance • Recruit, interview, and onboard new team members • Conduct weekly 1:1s with each Pro Account Manager and respective weekly team meetings • Partner with cross-functional teams to ensure customer success • Partner with product marketing on market feedback and influence product roadmap • Foster & build overall relationship with customers, which include: increasing Pro Product adoption, ensuring retention of existing Pro Products, and long-term customer success • Be the go-to-lead on new features adoption in an advocate/consultative approach • Coach the team on technical and business acumen to align business drivers to ServiceTitan’s solutions • Proactively work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals • Work cross-functionally with Customer Success, Strategy, Marketing, Product Management, and Sales Leadership • Help evaluate new technologies and programs to drive superior performance

• Design experiences that are engaging, efficient, intuitive and solve real problems • Collaborate and solution closely with stakeholders, product managers, designers, and developers to ship an extraordinary end-to-end user experience • Participate in user research and usability studies • Prototype flows, concepts, and interactions • Develop deep expertise in your product’s problem area • Work closely with our design system team and developers to ensure the successful technical implementation of your work • Champion the tenets of good product design and leverage partnerships with others to build awareness throughout the organization • Interact with users to develop a solid understanding of their workflows, environments, needs and pain-points • Represent our users in product strategy and roadmap discussions • Mentor designers, helping them build context, strong decision-making skills, and empathy for our users by providing feedback to help strengthen the team • Understand the users deeply across different segments through research, user insights and lead product design to drive measurable outcomes

• Own the multi-year product roadmap for Australia • Lead deep-dive customer research with Australian contractors • Translate insights into actionable requirements • Collaborate with US-based core product teams • Define and deliver Australia-specific functionality with engineering & design partners • Work with Australian Go-To-Market team (Sales, Implementation, and Success) • Establish and track region-specific metrics—product adoption, localized feature parity, churn

Role Description We're looking for an experienced Engineering Manager to join our Data & Reporting Platform team. In this role, you'll own the technical direction and day-to-day execution of a team building the data infrastructure that powers the enterprise. You'll balance hands-on architectural guidance with people leadership — helping engineers grow while ensuring the platform is reliable, scalable, and aligned to business needs. - Lead and Mentor: - Manage and grow a team of 5+ data engineers. - Set clear expectations, provide regular feedback, and invest in career development. - Build a team culture rooted in ownership, craftsmanship, and psychological safety. - Architectural Leadership: - Drive architectural decisions across the platform, with particular depth in Data Sharing and Semantic Layer design. - Ensure systems are built for high availability, scalability, and security. - Technical Excellence: - Guide the team through complex technical challenges, including Semantic Modeling, data mesh patterns, and platform reliability. - Hold a high bar for code quality, testing, and observability. - Performance Optimization: - Lead efforts to improve query performance and platform efficiency. - Ensure data consumers across the organization can access what they need quickly and reliably. - Strategic Execution: - Collaborate with product managers and architects to define and deliver the data platform roadmap. - Translate business requirements into technical priorities and communicate trade-offs clearly. - Operational Health: - Own the operational posture of the platform — monitoring, alerting, incident response, and on-call rotation management. - Establish and report on team-level operational metrics. - Governance & Process: - Define engineering best practices and champion shift-left data governance, including data quality, lineage, and access control. Qualifications - 8+ years in data or software engineering, with 2+ years managing engineering teams of 5 or more. - Proven experience designing complex data systems, with specific expertise in Semantic Layering and Data Sharing at enterprise scale. - Deep, hands-on experience with dbt and semantic models (e.g., MetricFlow) — including designing and scaling semantic models in production. - Strong proficiency with Snowflake and SQL. - Experience with Spark, Python, and Snowpark is a plus. - Hands-on experience with technologies such as Cursor, Claude CLI/Code, Kibana, and Airflow. - Experience owning on-call processes, managing incidents, and defining operational metrics that drive team accountability. - Solid command of CI/CD practices (e.g., GitHub Actions) and data observability tooling such as DataDog or Monte Carlo. - Strong written and verbal communication skills. - Able to align cross-functional stakeholders, articulate technical trade-offs, and influence architectural direction without direct authority. Requirements - This position requires flexibility to overlap with US working hours as needed. Benefits - 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.

Role Description As the Sales Development Manager, you will play a pivotal role in shaping and implementing ServiceTitan’s Outbound Sales strategy. Your primary focus will be on the outbound Sales Development Rep (SDR) team. - Manage the SDRs on objectives and performance achievement - Monitor lead processes, metrics, and catalyze pipeline creation - Shape and implement SDR strategy and processes - Stay abreast of and coach SDRs on best practices - Serve as a mentor for your team and be a steward of the ServiceTitan organization - Report to Sr. Management on operational and financial KPIs - Motivate, incentivize, and recognize team members to encourage top performance - Recruit, interview, and onboard new Team Members - Conduct weekly 1X1s with each SDR - Help evaluate new technologies and programs to drive superior performance Qualifications - Direct experience as SDR/BDR and applicable team lead or team management experience - Strong preference for 2+ years SDR management experience - Outbound specific cold-calling experience, not just handling inbound leads - Track record of success managing a high-performing inside sales team - Strong understanding of outbound pipeline generation processes - Enthusiastic and vibrant attitude - Expert communication and presentation skills - Strong interpersonal skills and high emotional intelligence - Analytical mindset comfortable generating reports and identifying trends in data - Adept at adopting and rolling out new sales enablement technologies, proficiency with Salesforce.com a must - Experience with Salesloft and associated tech stack solutions strongly preferred Benefits - Flextime, recognition, and support for autonomous work - Flexible time off with ample learning and development opportunities - Comprehensive onboarding program and leadership training for Titans at all levels - Holistic health and wellness benefits including company-paid medical, dental, and vision - Parental leave and support, up to $20k in fertility services, surrogacy, and adoption reimbursement - On-demand maternity support through Maven Maternity and free breast milk shipping through Maven Milk - Pet insurance, legal advisory services, financial planning tools, and more Company Description 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.