Product Success Specialist, Virtual Agent

About the role

The organization operates within the SaaS industry, focusing on virtual agent technology to enhance customer interactions and operational efficiency. It addresses the challenge of optimizing AI-driven customer engagement by providing a Virtual Agents product designed to deliver measurable value and improve operational outcomes for clients.

The Product Success Specialist, Virtual Agent is responsible for managing the complete post-sale customer experience, from onboarding through adoption and optimization. This role ensures customers realize tangible returns on their investment in Virtual Agent technology and supports sustained usage and satisfaction, thereby contributing directly to customer retention and success.

Responsibilities

• Own the end-to-end onboarding and activation process for new Virtual Agent customers.
• Conduct tailored product demonstrations using customer-specific data and workflows.
• Drive consistent and effective use of Virtual Agents, monitoring adoption metrics and addressing declines.
• Identify underutilization and lead optimization efforts to enhance customer value.
• Manage a portfolio of customers with a focus on retention, ROI, and overall health.
• Develop personalized plans based on an understanding of customer business drivers and challenges.
• Foster a high-trust relationship environment to promote positive sentiment and referrals.
• Provide first-level technical support, including configuration assistance and troubleshooting.
• Document recurring issues and contribute feedback to product and enablement teams.
• Collaborate cross-functionally to represent customer needs and improve onboarding and adoption strategies.

Requirements

• 2–4 years of experience in customer success, account management, implementation, or solutions engineering, preferably in a SaaS or technical product setting.
• Proven ability to manage post-sale processes including activation, adoption, retention, and renewal.
• Technical aptitude for configuration and troubleshooting.
• Strong communication skills capable of simplifying complex concepts for diverse customers.
• Data-driven approach to prioritize workload and identify risk through adoption metrics.
• Self-motivated and able to operate effectively in a fast-paced, ambiguous environment.
• Experience in the home services industry is advantageous.
• Familiarity with Salesforce or similar CRM tools is a plus.
• BA/BS degree preferred.

Benefits

• Flexible time off and learning and development opportunities.
• Company-paid medical, dental, and vision insurance with 100% employer-paid options and 90% coverage for dependents.
• FSA and HSA options.
• 401(k) match.
• Telehealth services including memberships to One Medical.
• Parental leave and support.
• Up to $20,000 in fertility services coverage.
• Surrogacy and adoption reimbursement.
• On-demand maternity support.
• Free breast milk shipping.
• Pet insurance.
• Legal advisory and financial planning services.