Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a trusted advisor for a client portfolio, ensuring they derive ongoing value from Trunk Tools’ offerings.

• Establish and nurture long-lasting relationships with C-level executives and department leaders.

• Serve as a customer advocate within the organization, relaying feedback to drive product enhancements and influence roadmap strategies.

• Assist customers during the onboarding process and collaborate with implementation and technical teams for seamless deployment.

• Deliver training and resources to customers.

• Monitor customer health, pinpoint opportunities, and showcase customer ROI.

• Identify opportunities for upselling and cross-selling.

• Create and implement customer success plans that align with customer objectives.

• Comprehend customers' business goals, industry challenges, and technical needs.

• Work in conjunction with sales, marketing, and product teams to provide a cohesive customer experience.

• Formulate account strategies to capitalize on renewal and expansion opportunities.

• Track performance metrics and report on account health and success indicators.

• Conduct Quarterly Business Reviews to showcase ROI and share valuable insights.

• Take ownership of customer issues and ensure prompt resolution through collaboration with cross-functional teams.

• Escalate and resolve intricate technical or product-related issues.

• Willingness to travel up to 25%.

⛳️ Requirements

• A minimum of 3–5 years of experience in customer success, customer experience, or enterprise SaaS solutions.

• At least 3 years in a customer-facing role managing a portfolio of accounts.

• Demonstrated success in enhancing customer satisfaction, retention, and growth in an enterprise setting.

• Experience in a construction technology company is highly desirable.

• Exceptional communication and interpersonal abilities.

• Strong problem-solving skills with a focus on customer-centric solutions.

• Capability to handle multiple accounts and projects at once.

• Thorough understanding of SaaS metrics, including renewal rates, NRR, NPS, and customer lifetime value.

• Familiarity with CRM tools such as Salesforce or HubSpot, and Customer Success platforms like Planhat or Gainsight is advantageous.

• Bachelor’s degree or equivalent professional experience.

• Relevant certifications in Customer Success, Account Management, or SaaS are a plus.

• Willingness to travel up to 25%.

• Must reside in the United States or within the US time zone.

• Must respond to questions regarding US work authorization and sponsorship.

🏝️ Benefits

• Competitive salary.

• Stock option equity packages.

• Four medical plan options, including one that is fully covered.

• Dental insurance.

• Vision insurance.

• Learning & Growth stipend.

• Flexible long-term work arrangements (remote and hybrid).

• Complimentary lunch provided in the offices located in NYC and Austin.

• Unlimited PTO.

• In-person retreats throughout the year.

• Performance-based incentives.

• Opportunities for both personal and professional growth.