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ServiceTitan is seeking a Product Success Specialist to own the post-sale journey for Virtual Agents, an AI-powered product transforming how home services businesses operate. This is a high-impact, customer-facing role at the intersection of AI, operations, and customer success.
You will manage the full customer lifecycle from onboarding through optimization, ensuring every customer achieves measurable ROI. Key responsibilities include:
**Onboarding & Activation**: Own end-to-end onboarding for new Virtual Agent customers, running tailored product demonstrations using customer data and workflows to show concrete value.
**Adoption & Usage**: Drive high-quality usage across your book of business by tracking adoption metrics, identifying underutilization, and leading optimization sessions to unlock additional value.
**Customer Success & Retention**: Manage a portfolio with sharp focus on retention and ROI demonstration. Develop deep understanding of each customer's business drivers and translate insights into personalized success plans. Build high-trust relationships that drive positive sentiment and referrals.
**Technical Support & Troubleshooting**: Handle first-level configuration questions, troubleshoot issues, and triage support using established escalation paths. Document recurring gaps and feed them into product and enablement loops.
**Cross-Functional Collaboration**: Serve as the voice of the customer with Product, translating usage patterns and friction points into actionable feedback. Partner with GTM, marketing, and implementation teams to develop onboarding playbooks and drive feature adoption.
You'll bring 2–4 years of customer success, account management, implementation, or solutions engineering experience, ideally in SaaS or technical products. You're comfortable getting technical, have strong communication skills, and are data-driven in your approach. Experience in home services and Salesforce proficiency are pluses. BA/BS degree preferred.
