Product Success Specialist, Virtual Agent — ServiceTitan

Ready to be a Titan?

ServiceTitan's Virtual Agent is a high-impact, customer-facing role at the center of our Virtual Agents product. You'll be the person who takes customers from signed contracts to fully activated — and then keeps them getting more value every month. This is not a passive account management role. You'll be deep in the product, deep in the data, and deep in the relationship.

You'll own the full post-sale journey: activation, configuration, adoption, and optimization — making sure every customer you touch is getting real, measurable ROI from Voice Agent.

Why this role matters

Virtual Agent is one of the most exciting products ServiceTitan has ever built — and the AI Specialist is the person who makes it real for customers. You'll be working at the intersection of AI, operations, and customer success in an industry that is just beginning to understand what's possible. The impact you make here will be visible, measurable, and meaningful.

What you'll do

Onboarding & activation

• 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.

Adoption & usage

• 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.

Customer success & retention

• 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.

Technical support & troubleshooting

• 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.

Cross-functional collaboration

• 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.

What you'll bring

• 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.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a 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.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Support for Titans at all stages of life: 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, and more.

Our Commitment to Inclusion:

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is an equal opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

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A Note on the Application & Hiring Process:

When you submit your application for the Product Success Specialist, Virtual Agent position, your candidacy will be considered for all available Product Success Specialist, Virtual Agent opportunities across our entire organization, which includes ServiceTitan and its key subsidiaries: Aspire, FieldRoutes, and Convex. Our dedicated recruiting team operates centrally to review candidates for these multiple verticals. This ensures your application receives maximum exposure and that we match your skills and career interests to the team with the greatest business need and best fit. The final hiring decision and offer of employment will specify the exact company (ServiceTitan, Aspire, FieldRoutes, or Convex) and vertical team you will be supporting.

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Compensation Disclosure:

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. The expected compensation for this role for candidates residing in Canada is between $65,300 CAD - $97,900 CAD. Actual compensation for an individual may vary depending on many factors, including skills, performance over time, business needs, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits. This position may also be eligible for a bonus.

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Personal Information:

ServiceTitan collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as for legal compliance. You can review further details of such collection and use in our Privacy Policy