Product Adoption Strategist

ServiceTitan, Inc.; Northern (KY); Hybrid; USD 70,000 - 120,000; Full time

Benefits offered by this job

Flexible time off

Comprehensive onboarding program

Leadership training for Titans

Bonusly & peer awards

Medical/dental/vision with employer-pv

401k match and telehealth

Fertility services and parental leave

Maven Maternity and baby/milk shipping

Pet insurance

Legal advisory and financial planning

Job summary

ServiceTitan, Inc. seeks a Customer Success Manager for the Virtual Agent product. You will own onboarding, drive adoption, and manage a book of business with a focus on retention and ROI. You’ll run tailored product demos, address usage gaps, and partner with Product, GTM, and implementation teams to refine onboarding playbooks.

Strong communication, a data-driven mindset, and experience in SaaS or technical products are essential. BA/BS preferred; Salesforce experience a plus.

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 and troubleshooting; willing to learn how a product works under the hood.
• Strong communication skills; able to simplify complex concepts for customers.
• Data-driven mindset using adoption metrics and trends to prioritize work and identify risk.
• Self-starter in a fast-moving, ambiguous environment with minimal hand-holding.
• Experience in the home services industry is a strong plus.
• Salesforce experience is a plus.

Responsibilities

• Own end-to-end onboarding for new 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 customers who are underutilizing the product and lead optimization sessions to unlock more value.
• Manage a book of business with a focus on retention, ROI demonstration, and customer health.
• Develop an understanding of each customer's business drivers and translate into personalized plans.
• Create a high-trust environment that drives referrals and future product adoption.
• Handle first-level configuration questions, troubleshoot booking failures, and triage support issues.
• Document recurring questions and feed insights back to product and enablement.
• Serve as the voice of the customer with Product; collaborate with GTM, marketing, and implementation teams to refine onboarding playbooks.

Skills

Customer success

Account management

Solutions engineering

Education

BA/BS degree

Tools

Salesforce

Job description

ServiceTitan, Inc. seeks a Customer Success Manager for the Virtual Agent product. You will own onboarding, drive adoption, and manage a book of business with a focus on retention and ROI. You’ll run tailored product demos, address usage gaps, and partner with Product, GTM, and implementation teams to refine onboarding playbooks.

Strong communication, a data-driven mindset, and experience in SaaS or technical products are essential. BA/BS preferred; Salesforce experience a plus.