Customer Success Manager

Summary

Join Trunk Tools, a leading AI company revolutionizing the construction industry, as a Customer Success Manager (CSM). You will be responsible for ensuring customer success with our software products, acting as the primary point of contact for a portfolio of accounts. Key responsibilities include driving customer engagement, retention, and growth; managing onboarding and implementation; identifying upsell/cross-sell opportunities; developing and executing customer success plans; and providing regular updates on account health. This role requires 1-3 years of experience in customer success or account management, strong communication and problem-solving skills, and a solid understanding of SaaS metrics. Travel up to 25% is required. Trunk Tools offers a competitive salary, stock options, comprehensive health benefits, flexible work options, unlimited PTO, and more.

Requirements

• Minimum of 1-3 years of experience in customer success, account management, or enterprise SaaS solutions, with at least 2 years in a customer-facing role managing a portfolio of accounts
• Proven track record of driving customer satisfaction, retention, and expansion in an enterprise environment
• Strong communication and interpersonal skills with the ability to build relationships at all levels of an organization
• Excellent problem-solving skills and a customer-centric approach, while being comfortable with a “fail fast” mentality
• Ability to manage multiple accounts and projects simultaneously
• Solid understanding of SaaS metrics such as renewal, NRR, NPS, and customer lifetime value
• Bachelor’s degree or equivalent experience

Responsibilities

• Serve as the trusted advisor for a portfolio of clients, ensuring their needs are met, and they are continuously realizing value from Trunk Tools’ solutions
• Build and maintain long-term relationships with key stakeholders, including C-level executives and department heads
• Act as the customer advocate, ensuring their feedback is communicated internally to drive product improvements and influence future roadmap decisions
• Guide customers through the onboarding process, working closely with the implementation and technical teams to ensure smooth deployment
• Provide training and resources to customers, ensuring they are equipped to use Trunk Tools’ products effectively from day one
• Manage and monitor customer health, identifying customer opportunities and working proactively to consistently deliver customer ROI
• Identify opportunities for upselling and cross-selling Trunk Tools' solutions to meet customer needs
• Develop and execute customer success plans that align with customer goals and drive product adoption, satisfaction, and growth
• Develop a deep understanding of customers’ business objectives, industry challenges, and technical requirements
• Collaborate with sales, marketing, and product teams to ensure a seamless customer experience and to align Trunk Tools’ offerings with customer goals
• Work on unique account plans to ensure renewal and expansion opportunities are realized
• Track key performance metrics and provide regular updates to both the customer and internal teams on account health and success metrics
• Conduct Quarterly Business Reviews (QBRs) with customers to demonstrate ROI and share insights that drive customer satisfaction and long-term success
• Own customer issues, working with cross-functional teams to resolve challenges in a timely manner
• Act as an escalation point for complex technical or product-related challenges, ensuring that issues are addressed swiftly to minimize any disruption to the customer’s business

Preferred Qualifications

• Experience working in a construction technology company is highly preferred
• Experience with CRM tools (Salesforce, HubSpot, etc.) and Customer Success platforms (e.g., Gainsight, Planhat, etc.) is a plus
• Relevant certifications (e.g., Customer Success, Account Management, SaaS-related certifications) are a plus

Benefits

• Competitive salary and stock option equity packages
• 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!
• Learning & Growth stipend
• Flexible long-term work options (remote and hybrid)
• Free lunch provided in the office in NYC - you’ll never go hungry with us!
• Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation
• IRL / In-Person retreats throughout the year