Director, Success Engineer – Strategic

ServiceTitan

Director of Success Engineering leading team for ServiceTitan's largest customers. Focus on technical success, product outcomes, and team growth for strategic accounts.

Posted 5/30/2026full-timeRemote • 🇺🇸 United StatesLead💰 $218,300 - $327,500 per yearWebsite

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Hard Skills

enterprise software implementationsintegrationsAPIsconfiguration at scalemulti-tenant architecturesadoption analyticshealth monitoringrisk identificationtechnical advisorysolution design

Soft Skills

people leadershipexecutive presencecommunication skillsstorytellinginfluencecoachingteam developmentcross-functional collaborationcustomer discoveryadaptability

Industry Keywords

customer success engineeringtechnical account managemententerprise SaaSpost-sales technical teamstrategic accountsC-suite engagementproduct usage datahealth signalsretentionexpansion

About the role

Key responsibilities & impact

Build the team by hiring, developing, and retaining a high-performing team of Success Engineers
Define career paths and technical competency frameworks
Coach on technical advisory and translating product capability into business outcomes
Operationalize across adoption, utilization, health monitoring, technical churn intervention, and expansion enablement
Feature utilization tracking, configuration quality, proactive health monitoring, risk identification
Partner with Sales & CS to identify expansion opportunities
Deliver tailored demos showcasing advanced platform capabilities
Develop ROI narratives and technical business cases for expansion initiatives
Establish best practices for customer discovery, technical workshops, and solution design
Own the team's Internal Communication muscle
Build technical churn risk motion
Serve as the executive technical sponsor for top-tier strategic customers
Drive cross-functional influence with Product, Engineering, and Support & Services leadership
Establish the data and tooling foundation for the team
Scope and orchestrate advisory engagements, M&A integration support, and multi-tenant rollouts
Travel ~30% of the time for customer onsites and field engagement with strategic accounts

Requirements

What you’ll need

10+ years in customer-facing technical roles (Technical Account Management, Customer Success Engineering, Solutions Engineering, Professional Services, Consulting)
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
Deep understanding of enterprise software implementations, integrations, and 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
Strong executive presence with the ability to engage C-suite stakeholders
Experience using product usage data, health signals, and adoption analytics to drive team prioritization
Demonstrated ability to influence Product and Engineering roadmaps through structured voice-of-customer signal
High comfort with ambiguity and change
Excellent communication and storytelling skills

Benefits

Comp & perks

Flexible time off with ample learning and development opportunities
Comprehensive onboarding program
Leadership training for Titans at all levels
Bonusly
Peer-nominated awards
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical
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