What you'll doOnboarding & 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.
