SaaStr 813: From Startup to $11B: ServiceTitan's CRO Breaks Down Their Sales Playbook

In this episode of the SaaStr Podcast, Kristina Shen interviews Ross Biestman, CRO of ServiceTitan, about his journey with the company and the strategies behind its success. Ross recounts his initial reluctance to join ServiceTitan, a vertical SaaS company for the trades industry, and what ultimately convinced him: the founders' mission to improve the lives of hardworking tradespeople. He emphasizes the importance of focusing on the ideal customer profile, hiring industry professionals, and spending time in the field with customers. Ross also discusses the challenges ServiceTitan faced, including macro-economic curveballs and the decision to postpone their IPO, and how they navigated the transition to multi-vertical. The conversation touches on ServiceTitan's approach to AI, particularly in dispatching and customer acquisition, and the company's commitment to on-site customer engagement. He shares a memorable customer win story, highlighting the value of providing disproportionate value to customers.