📌 Core Information
🔹 Job Title: Manager, Marketing Pro Success
🔹 Company: ServiceTitan
🔹 Location: US Remote
🔹 Job Type: Full-Time
🔹 Category: Software Development
🔹 Date Posted: 2025-05-13
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Managing a team of Marketing Pro Specialists focused on Enterprise & Strategic Home Service companies
- Driving Marketing Pro retention, adoption, and customer satisfaction for Strategic accounts
- Collaborating with internal stakeholders and Success Managers to meet Strategic customers' needs
- Developing and implementing strategies to improve customer experience and outcomes
ASSUMPTION: This role requires a balance of leadership, strategic thinking, and customer focus to drive success for both the team and Strategic customers.
📋 Key Responsibilities
✅ Build a strong team environment and relationships with key internal stakeholders, focusing on the needs of Strategic accounts
✅ Equip Marketing Pro Specialists with knowledge, skills, processes, and tools to deliver the best possible outcomes for Strategic customers
✅ Manage and document customer escalation calls, with a focus on those from Strategic accounts
✅ Assist in the establishment of strategy, quarterly plans, and goals for the Marketing Pro team, tailored for the Strategic segment
✅ Anticipate risks and issues specific to Strategic accounts and proactively identify optimal solutions
✅ Empower team engagement and alignment through weekly 1:1s, progress reports, and goal tracking, with a focus on results for Strategic customers
✅ Manage other strategic initiatives related to the Marketing Pro team and other Pro Product Excellence team initiatives, particularly those involving Strategic customers
✅ Track, measure, and report on the value brought to ServiceTitan, its Strategic customers, and the Success team
ASSUMPTION: This role involves a mix of team management, strategic planning, and customer support, with a focus on driving success for Strategic accounts.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
Experience: 3+ years of Customer Success Management experience, with relevant work experience in SaaS, account management, or a related field in software and technology (experience in the Home Services industry a plus!)
Required Skills:
- Proven leadership skills and 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
- Ability to handle tough situations with an objective and pragmatic outlook
- Deep understanding of what constitutes great customer service, including specific techniques
- Exceptional project management and organizational skills
- 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
Preferred Skills:
- Experience in Marketing strategy, including Digital Ads (a plus)
ASSUMPTION: Candidates should have a strong background in customer success, leadership, and project management, with a focus on driving customer satisfaction and team success.
💰 Compensation & Benefits
Salary Range: $113,100 - $151,300 USD per year (based on experience and location)
Benefits:
- Flextime, recognition, and support for autonomous work
- Holistic health and wellness benefits, including company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options
- Support for Titans at all stages of life, including parental leave, fertility services, surrogacy and adoption reimbursement, maternity support, pet insurance, legal advisory services, and financial planning tools
Working Hours: Full-time, with flexible hours and remote work options
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles and experience levels. Actual compensation may vary depending on skills, performance, and location.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically focused on the Home Services industry
Company Size: 1,001-5,000 employees, which means a mid-sized company structure with opportunities for growth and impact
Founded: 2012, with a history of growth and innovation in the trades industry
Company Description:
- ServiceTitan is building the operating system for the trades, a critical industry underserved by technology
- The platform delivers a seamlessly integrated experience, enabling business owners to accelerate growth, drive operational efficiencies, and deliver a superior customer experience
- ServiceTitan currently serves over ten trades industries and is backed by top investors
Company Specialties:
- SaaS
- Mobile
- FinTech
- Roofing
- Commercial Construction
- HVAC
Company Website: ServiceTitan
ASSUMPTION: ServiceTitan is a well-established company in the software development industry, with a focus on the Home Services sector and a strong commitment to innovation and growth.
📊 Role Analysis
Career Level: Mid-level to senior management, with opportunities for growth and development
Reporting Structure: This role reports directly to the Pro Product Excellence Management team and oversees a group of Marketing Pro Specialists
Work Arrangement: Remote OK, with flexible hours and the opportunity to work from home or in one of ServiceTitan's offices
Growth Opportunities:
- Potential to grow within the Pro Product Excellence team or explore other leadership opportunities within ServiceTitan
- Chance to develop and mentor team members, contributing to their professional growth
- Opportunity to shape the Marketing Pro Success strategy and make a significant impact on the company's success
ASSUMPTION: This role offers a unique opportunity to lead a team focused on driving customer success and satisfaction for Strategic accounts, with potential for growth and development within the company.
🌍 Location & Work Environment
Office Type: ServiceTitan has multiple offices across the United States and internationally, with a flexible remote work policy
Office Location(s): Glendale, California; Atlanta, Georgia; Yerevan, Armenia; Draper, Utah
Geographic Context:
- ServiceTitan's headquarters is located in Glendale, California, with additional offices in Atlanta, Georgia, Yerevan, Armenia, and Draper, Utah
- The company operates remotely, allowing employees to work from various locations across the United States and internationally
- The Home Services industry is a critical sector that has been underserved by technology, presenting an opportunity for innovation and growth
Work Schedule: Full-time, with flexible hours and the opportunity to work remotely or in one of ServiceTitan's offices
ASSUMPTION: ServiceTitan's remote-friendly work environment allows for flexibility and work-life balance, with opportunities to collaborate and connect with team members in person at various office locations.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screening with the hiring manager
- Behavioral and situational interview with the hiring manager and/or team members
- Final interview with the Pro Product Excellence team lead
- Background check and offer extension
Key Assessment Areas:
- Leadership and management skills
- Customer success and support experience
- Strategic thinking and planning
- Problem-solving and decision-making abilities
- Cultural fit and alignment with ServiceTitan's values
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Demonstrate your understanding of the Home Services industry and ServiceTitan's platform
- Prepare examples of your leadership, strategic planning, and customer success experiences
- Showcase your ability to work effectively in a remote, collaborative environment
ATS Keywords: Customer Success Management, SaaS, Leadership, Marketing Pro, Strategic Accounts, Home Services, Remote Work, Team Management, Strategic Planning
ASSUMPTION: ServiceTitan's interview process focuses on assessing candidates' leadership, strategic thinking, and customer success skills, as well as their cultural fit and alignment with the company's values.
🛠️ Tools & Technologies
- ServiceTitan's proprietary platform and tools
- Customer relationship management (CRM) software
- Project management and collaboration tools (e.g., Asana, Trello, Slack)
- Communication and video conferencing tools (e.g., Zoom, Microsoft Teams)
- Marketing automation and analytics tools (e.g., HubSpot, Google Analytics)
ASSUMPTION: This role requires proficiency in ServiceTitan's proprietary platform and tools, as well as experience with various customer success, project management, and marketing technologies.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Innovative
- Collaborative
- Accountable
- Respectful
Work Style:
- Remote-friendly and flexible work arrangements
- Data-driven decision-making and continuous improvement
- Collaborative and inclusive team environment
- Focus on results and impact, with a strong work ethic and sense of ownership
Self-Assessment Questions:
- How do you embody ServiceTitan's core values in your daily work?
- Describe a time when you had to manage a remote team or collaborate with team members in different locations. How did you ensure effective communication and productivity?
- How do you approach strategic planning and execution, particularly when faced with changing priorities or unexpected challenges?
ASSUMPTION: ServiceTitan values candidates who are customer-focused, innovative, collaborative, accountable, and respectful, with a strong work ethic and a results-driven mindset.
⚠️ Potential Challenges
- Managing a remote team and ensuring effective communication and collaboration
- Balancing strategic planning and execution with day-to-day customer support and management
- Adapting to a fast-paced, ever-changing work environment
- Meeting the unique needs and expectations of Strategic accounts
- Developing and implementing effective strategies for Marketing Pro retention, adoption, and customer satisfaction
ASSUMPTION: This role presents unique challenges and opportunities for growth, requiring strong leadership, strategic thinking, and adaptability in a dynamic work environment.
📈 Similar Roles Comparison
- This role is unique in its focus on driving customer success and satisfaction for Strategic accounts within the Home Services industry
- Compared to other Customer Success Management roles, this position requires a deeper understanding of the Home Services industry and ServiceTitan's platform
- Career progression may involve moving into other leadership roles within ServiceTitan or exploring opportunities within the broader Home Services industry
ASSUMPTION: This role offers a unique opportunity to drive customer success and satisfaction for Strategic accounts within the Home Services industry, with potential for growth and development within ServiceTitan or the broader industry.
📝 Sample Projects
- Developing and implementing a strategic plan to improve Marketing Pro adoption and retention for Strategic accounts
- Managing a team of Marketing Pro Specialists to deliver exceptional customer experiences for Enterprise & Strategic Home Service companies
- Collaborating with internal stakeholders and Success Managers to address escalations and key initiatives for at-risk Strategic customers
ASSUMPTION: These sample projects illustrate the strategic, leadership, and customer-focused aspects of this role, highlighting the opportunity to make a significant impact on ServiceTitan's success and the satisfaction of its Strategic customers.
❓ Key Questions to Ask During Interview
- How does ServiceTitan support the professional growth and development of its team members, particularly in leadership roles?
- Can you describe the team structure and dynamics within the Pro Product Excellence team, and how this role fits into that structure?
- How does ServiceTitan approach strategic planning and execution, particularly in the context of the ever-changing Home Services industry?
- What are the key priorities for this role in the first 30, 60, and 90 days, and how will my success be measured?
- How does ServiceTitan foster a culture of innovation and continuous improvement, and how can I contribute to that culture in this role?
ASSUMPTION: These interview questions help candidates better understand the role, team dynamics, and company culture, enabling them to make informed decisions about their fit and potential for success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on leadership, strategic planning, and customer success
- Prepare examples of your leadership, strategic planning, and customer success experiences to discuss during the interview
- Research ServiceTitan's platform, the Home Services industry, and the company's values to demonstrate your understanding and alignment with the role and company culture
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
