Senior Product Manager, Customer Lifecycle

ServiceTitan

1d

About The Position

ServiceTitan is the leading operating system for the trades, powering everything from marketing and dispatch to payments and accounting for residential, commercial, and exterior contracting businesses. The company is seeking a Senior Product Manager to join the Lifecycle Intelligence team, focusing on how AI transforms the post-sales customer experience. This role involves owning critical parts of the intelligence that makes the platform smarter for every customer interaction, from onboarding through years of daily use. The Senior Product Manager will work at the intersection of large language models, deep product domain knowledge, and real customer outcomes, building AI-powered experiences to help contractors gain more value from ServiceTitan and enable internal teams to serve them more effectively. The ideal candidate will have experience shipping AI products in production, think in evaluation frameworks, and be eager to apply their craft to a platform used by tens of thousands of businesses daily.

Requirements

• 5+ years of Product Management experience in B2B SaaS, with at least 2 years shipping AI/ML-powered products in production.
• Experience shipping agentic AI solutions. Fluency in eval frameworks, deterministic vs. non-deterministic approaches and where each is appropriate, and data-driven iteration on model performance.
• Comfort with quantitative data assessing every aspect of the journey from customer behavior to AI agent accuracy to business outcomes. You can dig into agent performance data, identify patterns in failure modes, and translate findings into product decisions.
• Ability to work effectively with operations leaders, engineering teams, and data scientists. You can frame AI capabilities in terms of customer and business outcomes, not just technical sophistication. You write clearly, present concisely, and build conviction with cross-functional partners.

Nice To Haves

• Experience in support/CX, customer lifecycle, or post-sales product management.

Responsibilities

• Own a portfolio of AI-powered use cases within our agentic customer lifecycle experience. You'll be responsible for specific customer outcomes and ensuring our AI agents have the capabilities to achieve those for our customers.
• Drive discovery for how AI can help customers optimize their usage of ST and get the help they need, and how we can drive AI capabilities in new channels for customers.
• Collaborate deeply with engineering and data science to shape the context layer and how we can create delightful customer experiences in any/all channels.
• Partner with post-sales teams (Support, Customer Success) to uncover customer and team needs. Identify opportunities for scalable, automated approaches vs. manual ones.
• Measure impact. Define the right success criteria and ensure we are evaluating and improving accuracy and coverage at all times. Use the data to inform what we do next.

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 (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• 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.
• Annual bonus
• Equity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees