Manager, SMB Implementation

About the role

ServiceTitan is seeking a Manager for its SMB Implementation team. You will lead a group of Implementation Managers, guide the onboarding of new customers, and ensure smooth transitions to the Customer Success team. This role is pivotal in shaping the future of the home services industry.

Key responsibilities

• Lead and develop a team of 6‑9 Implementation Managers.
• Achieve quarterly goals set by leadership and onboarding management.
• Oversee the pipeline of accounts for each manager to maximize efficiency.
• Ensure team compliance with established processes.
• Serve as primary contact for customer escalations within the team.
• Collaborate cross‑functionally to design process flows affecting multiple departments.
• Drive the STCP implementation program with selected partners.
• Recruit, interview, train, coach, and performance‑manage new team members.

Required profile

• 5‑7 years of professional experience, including 1‑2 years in management, software implementation, and client relationship management.
• Strong emotional intelligence, patience, and active listening.
• Proven ability to lead and motivate teams in a fast‑paced environment.
• Exceptional project‑management and organizational skills with attention to detail.
• Track record of resolving customer escalations with a focus on outcomes and satisfaction.
• Self‑starter who thrives in an entrepreneurial setting.

Required skills

• Software implementation expertise.
• Client relationship management.
• Project management.
• Strategic planning.