Product Success Specialist, Virtual Agent

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

📋 Description

• Take ownership of the complete onboarding process for new Virtual Agent clients.

• Conduct customized product demonstrations utilizing customer data and workflows.

• Promote the adoption of the Virtual Agent and monitor usage metrics.

• Recognize underutilization and facilitate optimization sessions.

• Oversee a portfolio focused on customer retention, return on investment (ROI), and overall customer health.

• Create tailored plans based on customer motivations and challenges.

• Establish customer trust to enhance positive sentiment, referrals, and adoption.

• Address initial configuration inquiries.

• Resolve booking failures and manage support issues effectively.

• Record frequently asked questions and identify product gaps.

• Convert usage patterns and friction points into actionable product feedback.

• Collaborate with go-to-market (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 experienced in a software-as-a-service (SaaS) or technical product landscape.

• Proven history of managing activation, adoption, retention, and renewal processes.

• Comfortable with configuration, troubleshooting, and mastering product functionalities.

• Excellent communication skills with the ability to clarify complex concepts.

• Data-driven mindset utilizing adoption metrics and account trends.

• Capability to work autonomously in a fast-paced, ambiguous setting.

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

• Proficiency in Salesforce or comparable CRM tools is beneficial.

• 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 insurance.

• 100% employer-paid options and 90% dependent coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support.

• Up to $20,000 reimbursement for fertility services.

• Reimbursement for surrogacy and adoption.

• On-demand maternity support via Maven Maternity.

• Complimentary breast milk shipping through Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Annual bonus.

• Equity.