Staff Product Manager, Residential CRM
About The Position
ServiceTitan is the leading platform for residential home service, encompassing scheduling, dispatch, job booking, quoting, and marketing. Historically, the sales process was straightforward, not requiring a dedicated CRM. However, advancements in AI, such as voice agents, AI-powered SMS outreach, AI-powered nurture sequences, and in-home opportunity capture, have led to an increase in leads and follow-up opportunities. This complexity necessitates a more robust CRM solution. This role is responsible for developing a residential CRM layer that is natively integrated within ServiceTitan, connecting with scheduling, dispatch, pricebook, service agreements, and marketing. The CRM will be designed for an AI-first environment, leveraging AI for follow-up, opportunity identification, and reducing manual coordination for CSRs and sales teams to enhance their focus on revenue generation. ServiceTitan's extensive data, integrations, and customer relationships position it uniquely to lead this initiative. This role functions as a general manager, overseeing not only product development but also pricing, packaging, marketing, sales, and post-sales strategies to ensure ServiceTitan capitalizes on this opportunity.
Requirements
- 7+ years in product management with a proven track record of shipping products from inception to scale.
- Deep experience with CRM, marketing automation, or customer lifecycle products, with an understanding of their underlying mechanics.
- A well-defined perspective on practical AI-first product design, beyond just incorporating AI as a feature layer.
- Background in vertical SaaS or serving mid-market/enterprise customers in high-volume transactional environments.
- Comfort working closely with customers and leadership, given ServiceTitan's active founder culture and the visibility of product decisions.
Responsibilities
- Define and execute the product roadmap for Residential CRM, covering core data model, workflow architecture, and AI-powered go-to-market features.
- Lead customer discovery initiatives with residential contractors, CSRs, and office managers.
- Guide pricing and packaging strategy in collaboration with product marketing and finance, including monetization of AI-enabled products.
- Partner with marketing on positioning, go-to-market strategy, and launch plans, serving as the subject matter expert.
- Build the customer enablement and onboarding model, defining successful time-to-value metrics and collaborating with Customer Success.
- Partner with sales and customer success on the commercial motion, including pitch development, buyer identification, objection handling, and addressing conversion and retention barriers.
Benefits
- Flexible time off
- Learning and development opportunities
- Comprehensive onboarding program
- Leadership training
- Peer-nominated awards
- Company-paid medical, dental, and vision insurance (with 100% employer paid options and 90% coverage for dependents)
- FSA and HSA
- 401k match
- Telehealth options including memberships to One Medical
- Parental leave and support
- Up to $20k in fertility services (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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
