Sr. Customer Success Manager

Trunk Tools is an AI company building intelligent automation solutions for the construction industry. The Senior Customer Success Manager will manage a portfolio of enterprise accounts, serving as a trusted advisor while driving onboarding, engagement, retention, expansion, product adoption, and customer ROI. The role also involves account planning, customer advocacy, performance reporting, QBRs, and escalation management.

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