Senior Product Manager, Customer Lifecycle

ServiceTitan is the leading operating system for the trades, and they are seeking a Senior Product Manager to join the Lifecycle Intelligence team. This role involves owning AI-powered use cases to enhance customer experiences and collaborating with engineering and data science teams to optimize customer interactions.

Responsibilities:

• Own a portfolio of AI-powered use cases within our agentic customer lifecycle experience. You'll be responsible for specific customer outcomes and ensuring our AI agents have the capabilities to achieve those for our customers
• Drive discovery for how AI can help customers optimize their usage of ST and get the help they need, and how we can drive AI capabilities in new channels for customers
• Collaborate deeply with engineering and data science to shape the context layer and how we can create delightful customer experiences in any/all channels
• Partner with post-sales teams (Support, Customer Success) to uncover customer and team needs. Identify opportunities for scalable, automated approaches vs. manual ones
• Measure impact. Define the right success criteria and ensure we are evaluating and improving accuracy and coverage at all times. Use the data to inform what we do next

Requirements:

• 5+ years of Product Management experience in B2B SaaS, with at least 2 years shipping AI/ML-powered products in production
• Experience shipping agentic AI solutions
• Fluency in eval frameworks, deterministic vs. non-deterministic approaches and where each is appropriate, and data-driven iteration on model performance
• Comfort with quantitative data assessing every aspect of the journey from customer behavior to AI agent accuracy to business outcomes
• Ability to work effectively with operations leaders, engineering teams, and data scientists
• Ability to frame AI capabilities in terms of customer and business outcomes, not just technical sophistication
• Ability to write clearly, present concisely, and build conviction with cross-functional partners
• Experience in support/CX, customer lifecycle, or post-sales product management