Justin Lu in

Justin Lu

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Head of Strategic Accounts (Customer Success) at BuildOps
📍 Los Angeles, California, United States

Justin Lu is the Head of Strategic Accounts at BuildOps, specializing in scaling customer success teams for B2B software companies from Seed to Pre-IPO stages. A UCLA graduate, he has a data-first approach to driving retention and expansion. Colleagues describe him as accountable, innovative, and reliable.

He appears deeply connected to the UCLA community, having previously mentored students and encouraged their involvement in campus leadership roles. He continues to show a strong affinity for the university and its network.

Unique fact: While at ServiceTitan, he single-handedly closed the companys largest renewal deal, valued at over $27 million in total contract value.

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Experience
21 Years
Current Role
Head of Strategic Accounts (Customer Success)
Job Level
Mid-senior
Location
Los Angeles, California, United States
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Justin cares about

Scaling Success Teams
He has extensive experience building customer success departments from the ground up, scaling a team from its first hire to 32 members at a previous company.
Revenue Retention
His career is focused on retention and expansion, having previously achieved 105% net revenue retention with an SMB customer base.
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Career

Work history

3-2024
Head of Strategic Accounts (Customer Success)
BuildOps
5-2022 - 1-2024
Head of Customer Success
Map My Customers
2-2021 - 5-2022
Senior Director, Strategic Accounts (Customer Success)
ServiceTitan
2-2018 - 2-2021
Director, Strategic Accounts (Customer Success)
ServiceTitan
4-2015 - 2-2018
Senior Manager, Partner Development (Customer Success)
ServiceTitan
In the press

Media appearances

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Education
2000 - 2004
B.A.
UCLA
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

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