Director, Client Success

Director, Customer Success at Aspire

At Aspire, we’re building the future of the Landscaping industry—and we’re doing it with a team of innovators who care deeply about solving real problems for real contractors. We move fast, collaborate boldly, and take ownership for delivering extraordinary value. Every teammate at Aspire has the opportunity to shape our trajectory, elevate our customers, and help build something extraordinary.

About Our Customer Success Organization

Our Success team is central to how we fulfill our mission: helping landscape businesses reach new levels of efficiency, profitability, and growth through the Aspire platform. Today, the team consists of two Corporate CSM teams and one Enterprise CSM team, each responsible for driving proactive, high-impact engagements across a diverse and growing customer base. We work intentionally to understand each customer’s goals, diagnose their barriers, and recommend the product adoption paths that will help them achieve measurable outcomes. We obsess over making our customers successful - not because it’s aspirational, but because it’s how we win. 

This leader will set the vision for how Success at Aspire operates, scale a high-performing team that balances empathy with execution, and ensure that every customer consistently experiences value, partnership, and meaningful results.

What You’ll DoCustomer Outcomes & Operational Excellence

• Own all Success team performance metrics - from adoption and health indicators to value realization and renewals - in service of long-term customer success and satisfaction.

• Develop scalable processes for account planning, customer segmentation, risk identification, and playbook-driven engagement. 

• Serve as a senior escalation sponsor, partnering with customers’ executive teams and internal stakeholders to resolve issues quickly and decisively. 

• Ensure that insights from Success are translated into product improvements, strategic recommendations, and cross-functional alignment.

Vision, Strategy & Execution

• Define the long-term vision for Customer Success at Aspire, establishing a strategy that accelerates customer outcomes, drives adoption, and supports both retention and expansion.

• Translate strategy into clear operating plans, KPIs, and processes that enable predictable, measurable, results-driven execution. 

• Build mechanisms that ensure we dive deep into customer needs, anticipate risks early, and respond with urgency and ownership.
  

Team Leadership & Talent Development

• Build, mentor, and scale a world-class Success organization - hiring exceptional Titans, developing them into top performers, and cultivating a culture grounded in trust, accountability, and continuous learning.

• Create an environment where your leaders and CSMs can do the best work of their careers by fostering clarity, candor, and shared ownership for results.
  

Cross-Functional Leadership

• Partner closely with leaders across Product, Implementation, Sales, Support, and Operations to ensure a seamless, consistent, customer-first experience.

• Establish a tight system of feedback loops that informs product roadmap prioritization, improves our go-to-market motions, and ensures that every team at Aspire understands how their work impacts customer outcomes.

• Operate as an enterprise-level leader within Aspire, contributing to company-wide goals, talent development, and cultural stewardship.
  

What You’ll BringExperience & Expertise

• 10+ years of experience in post-sales functions such as Customer Success, Account Management, or related customer-facing leadership roles.

• Demonstrated ability to lead multi-layered Success organizations that deliver both qualitative and quantitative customer outcomes.

• Deep understanding of recurring-revenue business models, customer value drivers, and the levers that influence retention and expansion. 

• Experience defining and operating against measurable KPIs, with a bias for action and an analytical, process-oriented approach to decision-making.
  

Leadership Qualities

• A customer-obsessed mindset - you live in their shoes, advocate fiercely for their needs, and understand that their success is the foundation of ours. 

• High standards for yourself and others -  you build teams of A-players and hold them accountable with clarity and compassion. 

• Ability to inspire, influence, and build trust up, down, and across the organization, especially during moments of ambiguity or change.

• Extreme Ownership - You run toward problems, take responsibility for outcomes, and empower your team to make good, quick decisions.
  

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 One Medical.

• Support for Titans at all stages of life: 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, 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 $166,500 USD - $222,700 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.