Customer & Retention Marketing Manager


  • Job Type: Full-Time
  • Function: Marketing/PR/Product Mktg
  • Post Date: 01/13/2021
  • Website:
  • Company Address: 801 N. Brand Blvd. Suite 908, Glendale, CA, 91203

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and increase sales. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, a mobile solution for field techs, and accounting integrations with Sage Intacct and QuickBooks.

Job Description

The Customer & Retention Marketing manager is a key member of ServiceTitans Integrated marketing team and primarily supports demand generation as well as customer retention. This position works cross functionally with all internal departments to ensure campaigns are launched correctly, efficiently and timely. Diligence, time management, communication, and attention to detail is critical for this role. 

As our Customer & Retention Marketing Manager, you will:

  • Be the strategic marketing lead for customers currently using ServiceTitan
  • Create customer marketing strategies that lead to successful onboarding and engagement, upsell, cross-sell, and eventually loyalty in service to maximizing customer lifetime value and NPS
  • Partner cross-functionally to develop execute, and measure marketing programs that support these strategies
  • Think like an entrepreneur to discover new areas of growth within customer segments
  • Drive the roadmap for marketing to customer
  • Develop comprehensive marketing plans including spend, tactics, and target CAC
  • Help determine which products and features will most excite customers
  • Partner with Brand, Product marketing, Sales and Demand generation teams to define messaging, assets, talk tracks, and budgets for target segment 
  • Develop data-driven techniques to test and learn what the playbook should be for target segment
  • Deeply understand the customer, their needs, wants, demands, and desires.
  • Develop segmentations and behavioral predictors that identify customers who may be at risk for churning, as well as the key inflection points in the customer journey where we can take action to impact churn rates
  • Identify customers and situations that can be addressed with low-touch programs versus those that deserve higher-touch or white-glove treatment
  • Generate content and create the automations that ensure our customers are informed, seeing value in our products, and aware of any offers or promotions that might benefit them
  • Drive and/or partner on customer referral programs that turn happy customers into new business opportunities
  • Collaborate with our Marketing Analytics partners to measure the impact of tactics and programs, and identify opportunities for improvement

To be successful, you'll need:

  • Deep understanding of the trades industry
  • Expert project management skills
  • Expert communication skills - verbal, written and visual
  • 4+ years marketing to contractors 
  • Strong understanding of marketing measurement in B2B SaaS

About ServiceTitan

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit

Perks & Benefits

1. Work/Life Balance: flexible work schedule, flexible PTO
2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does 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. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.