Senior Analyst, Customer Success Strategy and Operations

Ready to be a Titan?

The Customer Success Strategy & Operations team is tasked with building the industry defining Customer Success experience for our customers. We do so by designing and scaling efficiencies across our internal processes and surfacing data-driven insights for CSMs to better serve their book of business and for leaders to more effectively make critical decisions and manage performance. 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. 

In this role, you will play a critical role in generating insights that help our business stakeholders in Customer Success leadership to shape their strategy and achieve core objectives in NPS, Net Dollar Retention, and Gross Revenue Retention. You will also work closely with counterparts who own other components of the customer journey (Onboarding, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience. You will be drawing from a variety of data sources such as product adoption, CSM interactions, survey feedback, and financials to derive actionable recommendations and develop tools that become a fundamental component of each CSM’s daily operations.

What You’ll Do:

• Analyze data using excel and/or tableau to generate insights around drivers of organizational outcomes (ex: what are the leading causes of customer churn, what are the drivers of product adoption)

• Serve as the owner of our NPS program - ensuring we are surveying our customers consistently and generating an accurate representative sample population in addition to generating insights using AI tools to extract customer feedback

• Partner with CS segment leaders to capture business requirements for reporting, tooling, and operational enhancements

• Collaborate with members of the Finance team to prepare monthly business performance Memos for the Executive Leadership Team requiring you to summarize key takeaways, developments, and insights

• Work with digital engagement tools such as Gainsight Journey Orchestrator, Matik, and Marketo to refine automated points of customer outreach on behalf of Customer Success

What You’ll Bring:

• 5+ years of experience in Revenue Operations, Customer Success, or Business Process Improvement roles in a B2B SaaS organization

• Proven track record of using analytics to drive results and deliver insights that inform strategic decision-making

• Demonstrated ability to lead end-to-end business process improvement initiatives rom 

• Experience working with cross-functional stakeholders in Customer Success, Finance, IT, and Sales

• Highly proficient in analyzing large data using BI (Tableau) tools and excel including dashboard creation

• Detail-oriented with strong organizational and project management skills

Preferred Skills & Experience:

• Experience using customer template automation tools (Matik)

• SQL queries and advanced tableau dashboard/report creation

• Value Stream and Business Process Mapping

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.

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. The expected salary range for this role for candidates residing in the United States is between $86,000 USD - $124,000 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.