Product Success Specialist, AI Virtual Agents

ServiceTitan•Oakville, ON

10d

About The Position

ServiceTitan's AI Specialist is a high-impact, customer-facing role central to the Virtual Agents product. This role is responsible for guiding customers from signed contracts to full activation and ensuring they continue to derive value monthly. It is an active role, requiring deep engagement with the product, data, and customer relationships. The specialist will own the entire post-sale journey, including activation, configuration, adoption, and optimization, with the goal of demonstrating measurable ROI from the Voice Agent product. Virtual Agents is a significant product for ServiceTitan, and this role is crucial for its successful implementation, operating at the intersection of AI, operations, and customer success within an industry that is just beginning to explore its potential.

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

Nice To Haves

Experience in the home services industry (GM, Ops Manager, or similar)
Proficiency in Salesforce or similar CRM tools
BA/BS degree preferred

Responsibilities

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
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
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
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
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

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
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
Equity
Bonus