Senior Customer Success Manager

Role Overview

• 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.
• Bachelor’s degree or equivalent experience.
• Relevant certifications (e.g., Customer Success, Account Management, SaaS-related certifications) are a plus.

Benefits

• 4 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 & Austin
• 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