Product Success Specialist – Virtual Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of the comprehensive onboarding process for new Virtual Agent clients.

• Conduct customized product demonstrations utilizing the customers’ data and workflows.

• Promote sustained, high-quality engagement with Virtual Agents within a designated portfolio.

• Monitor adoption metrics and proactively tackle any declines in product usage.

• Identify customers who are underutilizing the product and lead sessions for optimization.

• Oversee a portfolio focused on retention, demonstrating ROI, and ensuring customer well-being.

• Create tailored plans that address customers’ business drivers and challenges.

• Establish customer trust to foster positive sentiment, encourage referrals, and stimulate future product adoption.

• Address initial configuration inquiries.

• Resolve booking failures and manage support issues through predefined escalation paths and templates.

• Record frequently asked questions and gaps for the product and enablement teams.

• Convert usage patterns and friction points into actionable feedback for the Product team.

• Collaborate with GTM, marketing, and implementation teams on onboarding playbooks, campaigns, and initiatives for feature adoption.

⛳️ Requirements

• 2–4 years of experience in customer success, account management, implementation, or solutions engineering.

• Ideally, experience in a SaaS or technical product environment.

• Proven history of managing the post-sale relationship, encompassing activation, adoption, retention, and renewal.

• Comfort with configuration, troubleshooting, and understanding the inner workings of a product.

• Excellent communication skills with the ability to demystify complex concepts for customers of varying technical backgrounds.

• A data-driven approach, utilizing adoption metrics and account trends to prioritize tasks and recognize risks.

• A self-motivated individual who thrives in a fast-paced, ambiguous setting with minimal oversight.

• Experience in the home services sector is a significant advantage.

• Familiarity with Salesforce or similar CRM tools is a plus.

• BA/BS degree is preferred.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-paid medical, dental, and vision coverage 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.

• Potential bonus eligibility.