Product Success Specialist, Virtual Agent

Job description

Ready to be a Titan? ServiceTitan's Virtual Agent is a high-impact, customer-facing role at the center of our Virtual Agents product. You'll be the person who takes customers from signed contracts to fully activated — and then keeps them getting more value every month. This is not a passive account management role. You'll be deep in the product, deep in the data, and deep in the relationship. You'll own the full post-sale journey: activation, configuration, adoption, and optimization — making sure every customer you touch is getting real, measurable ROI from Voice Agent. Why this role matters Virtual Agent is one of the most exciting products ServiceTitan has ever built — and the AI Specialist is the person who makes it real for customers. You'll be working at the intersection of AI, operations, and customer success in an industry that is just beginning to understand what's possible. The impact you make here will be visible, measurable, and meaningful. 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. At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. 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.