Customer Success Architect - Onboarding & Growth

ServiceTitan, Inc.; California (MO); Hybrid; USD 72,000 - 125,000; Full time

Benefits offered by this job

Flexible time off

Onboarding program

Bonusly rewards

Comprehensive health benefits

Parental leave and fertility support

Job summary

ServiceTitan is seeking a Customer Success professional to own end-to-end onboarding for Virtual Agent customers—from onboarding through optimization and active usage. You will run product demonstrations tailored to each customer's business, using their data and workflows to show concrete value.

You will drive ongoing adoption, identify underutilized customers and lead optimization sessions, and manage a book of business focused on retention and ROI.

Qualifications

• 2–4 years of experience in customer success, account management, implementation, or solutions engineering.
• Track record of owning post-sale relationships: activation, adoption, retention, and renewal.
• Comfort with 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 using adoption metrics and account trends to prioritize time and identify risk.
• Self-starter who thrives in a fast-moving, ambiguous environment with minimal hand-holding.
• Experience in the home services industry is a strong plus.
• Proficiency in Salesforce or similar CRM tools is a plus.
• BA/BS degree preferred.

Responsibilities

• Own the end-to-end onboarding experience for Virtual Agent customers—from onboarding through optimization and active usage.
• Run product demonstrations tailored to each customer's business using their data and workflows to show concrete value.
• Drive continued, high-quality usage across your book of business—tracking adoption metrics and addressing drop-off.
• Identify underutilizing customers and lead optimization sessions to unlock more value.
• Manage a book of business with a focus on retention, ROI demonstration, and customer health.
• Develop a deep understanding of each customer's business drivers and translate that into personalized plans.
• Create a high-trust environment that drives referrals and future product adoption.
• Handle first-level configuration questions, troubleshoot issues, and escalate as needed.
• Document recurring questions and feed insights into the product and enablement loop.
• Serve as the voice of the customer with Product and collaborate with GTM, marketing, and implementation teams to improve onboarding playbooks and campaigns to drive feature adoption.

Skills

Customer success

Account management

Implementation

Solutions engineering

Technical

Communication

Data-driven

Self-starter

Education

BA/BS degree

Tools

Salesforce

Job description

ServiceTitan is seeking a Customer Success professional to own end-to-end onboarding for Virtual Agent customers—from onboarding through optimization and active usage. You will run product demonstrations tailored to each customer's business, using their data and workflows to show concrete value.

You will drive ongoing adoption, identify underutilized customers and lead optimization sessions, and manage a book of business focused on retention and ROI.