[Hiring] Product Success Specialist, AI Virtual Agents @ServiceTitan

Role Description

Ready to help shape the future of AI in the trades? ServiceTitan's AI Specialist 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 Agents 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.

Qualifications

• 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.

Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career.
• 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.
• Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Parental leave and support, up to $20k in adoption reimbursement, on-demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.