Product Success Specialist, Virtual Agent

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

What you'll do

Onboarding & activation

Own the end-to-end onboarding experience for new Virtual Agent customers — from onboarding through optimization and active usage

Run product demonstrations tailored to each customer's business, using their own data and workflows to show concrete value.

Adoption & usage

Drive continued, high-quality usage of Virtual Agents across your book of business — tracking adoption metrics and proactively addressing drop-off.

Identify customers who are underutilizing the product and lead optimization sessions to unlock more value from existing configuration.

Customer success & retention

Manage a book of business with a sharp focus on retention, ROI demonstration, and customer health.

Develop a deep understanding of each customer's business drivers and pain points — and translate that into personalized plans.

Create a high-trust environment that drives positive sentiment, referrals, and future product adoption.

Technical support & troubleshooting

Handle first-level configuration questions, troubleshoot booking failures, and triage support issues using established escalation paths and templates.

Document recurring questions and gaps — and feed them directly into the product and enablement loop.

Cross-functional collaboration

Serve as the voice of the customer with Product — translating real usage patterns and friction points into actionable feedback.

Partner with GTM, marketing, and implementation teams to develop and refine onboarding playbooks, campaigns, and initiatives to drive new feature adoption.

What you'll bring

• 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.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), 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, and more.

We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $76,900 USD - $115,300 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $71,800 USD - $107,800 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us. We’re just getting started.

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