About the role

AI Specialist at ServiceTitan responsible for customer onboarding and success with Virtual Agents. Focusing on activation, retention, and holistic product adoption strategies.

Responsibilities

Onboarding & activation: Own the end-to-end onboarding experience for new Virtual Agent customers.
Run product demonstrations tailored to each customer's business.
Adoption & usage: Drive continued, high-quality usage of Virtual Agents across your book of business.
Identify customers who are underutilizing the product and lead optimization sessions.
Customer success & retention: Manage a book of business with a sharp focus on retention and customer health.
Develop a deep understanding of each customer's business drivers and pain points.
Technical support & troubleshooting: Handle first-level configuration questions and triage support issues.
Document recurring questions and gaps to feed them into the product and enablement loop.
Cross-functional collaboration: Serve as the voice of the customer with Product and collaborate with various teams.

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.

Flexible time off with ample learning and development opportunities to continue growing your career.
Comprehensive onboarding program.
Leadership training for Titans at all levels.
Bonusly and peer-nominated awards.
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.