Product Success Specialist, Virtual Agent
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Job Description
ServiceTitan customer success specialist onboarding and optimizing AI-powered Virtual Agent customers. Driving adoption, retention, ROI, and product feedback across a US-remote book of business.
Responsibilities:
- Own end-to-end onboarding for new Virtual Agent customers
- Run tailored product demonstrations using customer data and workflows
- Drive Virtual Agent adoption and track usage metrics
- Identify underutilization and lead optimization sessions
- Manage a book of business focused on retention, ROI, and customer health
- Develop personalized plans based on customer drivers and pain points
- Build customer trust to drive positive sentiment, referrals, and adoption
- Handle first-level configuration questions
- Troubleshoot booking failures and triage support issues
- Document recurring questions and product gaps
- Translate usage patterns and friction points into product feedback
- Partner with GTM, marketing, and implementation teams on onboarding playbooks, campaigns, and feature adoption initiatives
Requirements:
- 2–4 years of experience in customer success, account management, implementation, or solutions engineering
- Experience ideally in a SaaS or technical product environment
- Track record of owning activation, adoption, retention, and renewal
- Comfort with configuration, troubleshooting, and learning product functionality
- Strong communication skills and ability to simplify complex concepts
- Data-driven approach using adoption metrics and account trends
- Ability to work independently in a fast-moving, ambiguous environment
- Home services industry experience is a strong plus
- Proficiency in Salesforce or similar CRM tools is a plus
- BA/BS degree preferred
Benefits:
- Flexible time off
- Learning and development opportunities
- Comprehensive onboarding program
- Leadership training
- Programs and events
- Bonusly rewards
- Peer-nominated awards
- Company-paid medical, dental, and vision insurance
- 100% employer-paid options and 90% dependent coverage
- FSA and HSA
- 401(k) match
- Telehealth options, including One Medical memberships
- Parental leave and support
- Up to $20k in fertility services reimbursement
- 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
- Annual bonus
- Equity
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