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About the Role

Trunk Tools is seeking a Senior Customer Success Manager to ensure customers achieve success with our software. This role involves driving customer engagement, retention, and growth by building relationships, identifying upsell/cross-sell opportunities, and ensuring customers realize full value from our solutions.

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.

Requirements

• Minimum of 3-5 years of experience in customer success, customer experience, or enterprise SaaS solutions, with at least 3 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.
• Experience working in a construction technology company is highly preferred.
• 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.
• Experience with CRM tools (Salesforce, HubSpot, etc.) and Customer Success platforms (e.g. Planhat, Gainsight etc.) is a plus.

Skills

• Customer Success
• Customer Experience
• Enterprise SaaS
• Account Management
• Communication
• Interpersonal Skills
• Problem-Solving
• Customer-Centric Approach
• SaaS Metrics (renewal, NRR, NPS, customer lifetime value)
• CRM tools (Salesforce, HubSpot)
• Customer Success platforms (Planhat, Gainsight)

Location

• Remote
• Hybrid
• NYC
• Austin

Work Type

• Full-time
• Remote
• Hybrid

Experience Level

• Senior
• 3-5 years

Education Level

• Bachelor’s degree or equivalent experience
• Customer Success certifications
• Account Management certifications
• SaaS-related certifications

Salary/Compensations

• Competitive salary

Benefits

• Stock option equity packages
• 4 Medical Plans to choose from including 100% covered option
• Dental Insurance
• Vision Insurance
• Learning & Growth stipend
• Flexible long-term work options
• Free lunch provided in the office in NYC & Austin
• Unlimited PTO
• IRL / In-Person retreats throughout the year

About the Company

• Trunk Tools is the leading AI company revolutionizing construction, the second-largest industry on earth.
• We recently raised a $40M Series B led by Insight Partners, bringing our total funding to $70M from top-tier investors including Redpoint and Innovation Endeavors.
• Our mission is to build the future of construction through intelligent automation.
• Founded by builders and technologists (Stanford, MIT), our team has delivered software used by over 140,000 field professionals, impacting millions of users and contributing to $10B+ in built projects.
• We are scaling AI agents across the jobsite.
• Our team has doubled in the past year, and with 100+ employees (50+ engineers), we’re scaling fast and entering a period of hypergrowth.

Equal Opportunity

• At Trunk Tools, we’re working hard to build a more productive and safer environment within the construction industry, and we strive to live by these same values here at Trunk Tools HQ.
• As an equal-opportunity employer, we are committed to building an inclusive environment where you can be you.
• We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, or any other legally protected class.