Product Success Specialist, AI Virtual Agents

🕒 April 22

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $200M Series G on 2021-06

SaaS • B2B • Marketplace

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Onboarding & activation: Own the end-to-end onboarding experience for new Virtual Agent customers. • Run product demonstrations tailored to each customer's business. • Adoption & usage: Drive continued, high-quality usage of Virtual Agents across your book of business. • Identify customers who are underutilizing the product and lead optimization sessions. • Customer success & retention: Manage a book of business with a sharp focus on retention and customer health. • Develop a deep understanding of each customer's business drivers and pain points. • Technical support & troubleshooting: Handle first-level configuration questions and triage support issues. • Document recurring questions and gaps to feed them into the product and enablement loop. • Cross-functional collaboration: Serve as the voice of the customer with Product and collaborate with various teams.

🎯 Requirements

• 2–4 years of experience in customer success, account management, implementation, or solutions engineering — ideally in a SaaS or technical product environment. • A track record of owning the post-sale relationship: activation, adoption, retention, and renewal. • Comfort getting technical — you're not afraid of configuration, troubleshooting, or learning how a product works under the hood. • Strong communication skills with the ability to simplify complex concepts for customers of all technical levels. • Data-driven mindset — you use adoption metrics and account trends to prioritize your time and identify risk. • Self-starter who thrives in a fast-moving, ambiguous environment with minimal hand-holding. • Experience in the home services industry (GM, Ops Manager, or similar) is a strong plus. • Proficiency in Salesforce or similar CRM tools is a plus. • BA/BS degree preferred.

🏖️ Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career. • Comprehensive onboarding program. • Leadership training for Titans at all levels. • Bonusly and peer-nominated awards. • Company-paid medical, dental, and vision for you and your dependents. • RSP match and an employee assistance program. • 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.