Ready to be a Titan?
We’re seeking a strategic thinker with a technical edge. This role is pivotal in shaping customer communication strategies, managing lifecycle communications, and optimizing data infrastructure to enhance the customer experience.
This position also requires a proactive leader who can manage critical customer communications during outages or service disruptions and work closely with the Customer Marketing Lead to align efforts and drive shared goals.
What You’ll Do:
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Define and maintain clean, scalable customer data infrastructure to support targeted marketing campaigns and effective communication.
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Partner with product and engineering teams to ensure accurate and seamless data pathways for real-time customer communication.
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Oversee database tools and systems, enabling efficient segmentation and reporting to support strategic initiatives.
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Design and implement data-driven lifecycle communications that drive engagement, retention, and long-term customer success.
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Collaborate with the product team to align communication strategies with feature rollouts and updates.
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Continuously optimize customer journeys and marketing automation strategies based on performance metrics and customer insights.
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Lead the development and execution of communication plans during service outages or disruptions, ensuring timely and clear updates to customers.
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Act as the key point of contact for cross-departmental coordination during critical events, ensuring alignment and consistency in messaging.
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Partner with internal teams to refine outage communication processes and improve response times.
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Work closely with the Customer Marketing Lead to ensure alignment of strategies, resources, and messaging across campaigns.
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Partner with cross-functional teams, including product, engineering, and customer success, to deliver a seamless customer experience.
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Lead by example, fostering collaboration and driving innovative solutions to complex challenges.
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Craft and deliver messaging that simplifies technical updates and service information into clear, actionable communications for diverse audiences.
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Maintain brand voice and tone while delivering consistent and engaging customer-facing content.
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Analyze and share communication performance metrics to inform future strategies and improve engagement.
What You’ll Need:
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7+ years of experience in lifecycle communications, customer marketing, or marketing operations within a SaaS or subscription-based business.
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Hands-on experience with database management, marketing automation platforms (e.g., Marketo, HubSpot, Salesforce), and data analytics tools.
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Strong ability to manage time-sensitive, critical communications with accuracy and professionalism.
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Ability to design and execute lifecycle communication strategies and align them with product and business goals.
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Proven track record of partnering with leadership and cross-functional teams to deliver results.
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Outstanding writing and messaging skills, capable of translating technical information into customer-friendly content.
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Data-driven approach to decision-making, with the ability to monitor and optimize performance metrics.
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Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
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:
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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.
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Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and 24/7 virtual healthcare.
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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, 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 Canada is between $113,900 CAD - $170,900 CAD. 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.
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