Sr. Customer Success Manager

Senior Customer Success Manager

Trunk Tools is looking for a dynamic and results-driven Senior Customer Success Manager to join our fast-growing team. In this role, you will be responsible for ensuring that our customers achieve success with our software products. As the primary point of contact for a portfolio of accounts, you will drive customer engagement, retention, and growth by building strong relationships, identifying opportunities for upsell/cross-sell, and ensuring customers realize the full value of our solutions. Travel is required for this position, up to 25%.

Key Responsibilities

• Customer Relationship Management :

  • 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.

• Onboarding & Implementation Support :

  • 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.

• Customer Retention & Growth :

  • 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.

• Strategic Account Planning & Advocacy :

  • 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.

• Customer Insights & Reporting :

  • 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.

• Problem Resolution & Escalation Management :

  • 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.

Qualifications

• Experience :

  • 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.

• Skills & Knowledge :

  • 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.

• Education :

  • Bachelor's degree or equivalent experience.

  • Relevant certifications (e.g., Customer Success, Account Management, SaaS-related certifications) are a plus.

Why Trunk Tools?

• Innovative Culture : Work at the forefront of technology with a team that values innovation and continuous learning.

• Impactful Work : Help transform businesses with tools that drive real, measurable outcomes.

• Career Growth : Be part of a growing company with ample opportunities for personal and professional development.

• Competitive Compensation : We offer a competitive salary, benefits, and performance-based incentives.

• Work-Life Balance : Enjoy flexible work hours and a supportive work environment that encourages a healthy work-life balance.

What we offer

A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters

Competitive salary and stock option equity packages

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

Please note: All official communication from Trunk Tools will come from an email address ending in @ trunk.tools . If you receive outreach from any other domain, please disregard it or report it to us.

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.