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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.
Requirements
- 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.
- 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.
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