Hybrid Scale CSM: Drive Adoption & Retention

We are seeking a Scale Customer Success Manager to champion the retention and expansion of Trestle's SMB customer base. In this role, you will manage a high-volume portfolio of roughly 150 SMB accounts. This is a high-leverage position where you will design and execute the playbooks, automated motions, and engagement programs necessary to drive value across a broad segment, providing a human touch exactly when and where it is needed most. This opportunity is ideal for an individual early in their customer success journey who is eager to master the core principles of account health and value realization. You should thrive on creating scalable systems, such as health scoring, automated email cadences, and self-serve documentation, and be passionate about building the infrastructure that helps our customers succeed at scale. We invest heavily in our team's growth and happiness: Competitive Pay : $65,000–$80,000 base + a performance-based variable component tied to segment-level retention + meaningful equity participation Health & Wellness : Comprehensive medical, dental, and vision coverage Future-Proofing : Easy-to-manage 401(k) plan with diverse investment options Rest & Recharge : Flexible PTO policy. We trust you to take the time you need Team Connection : Team offsites and regular social events The Office Experience : A stocked kitchen with snacks and drinks; close to public transit, including the newly-opened Line 2 light rail Hybrid Schedule: In-office Monday-Thursday at our Bellevue HQ, with flexible Fridays What You'll Do Drive adoption and retention for a portfolio of roughly 150 SMB accounts by blending high-leverage automation, such as email cadences, in-app triggers, and webinars, with strategic 1:1 engagement. Analyze account health indicators, including product usage, support trends, and engagement metrics, to proactively identify and personally mitigate churn risk before it becomes critical. Architect and iterate upon the playbooks and triggers that define our tech-touch motion, serving as both the executor and the designer of our scalable success programs. Serve as the primary point of contact for routine customer inquiries, providing high responsive, attentive chat, and email assistance while ensuring complex technical or commercial escalations are seamlessly routed to the appropriate team members. Uncover expansion opportunities within the portfolio by monitoring usage growth and qualification signals, funneling these high-potential leads to the Sales organization. Collaborate with Marketing and Product to develop high-impact lifecycle content, including self-serve onboarding, release communications, and educational tools. Assess and report on segment-level performance, such as NRR and adoption rates, to help optimize how the portfolio integrates with Trestle’s overarching CS strategy. Synthesize customer feedback and recurring patterns into actionable insights for our Product and Sales leadership. What We're Looking For Must-Haves: 1+ year of professional experience in client-facing roles such as Customer Success, Support, or Account Management within the SaaS or broader technology sector. Exceptional written communication skills; you can craft clear and concise copy for high-volume email cadences and in-product notifications. A data-driven approach to prioritization, with the ability to navigate a large book of business and identify where your intervention is most impactful. A sincere curiosity about technical products and an eagerness to understand the nuances of how APIs power customer business logic. A penchant for process design; you prefer architecting sustainable, repeatable systems over simply reacting to individual support tickets. Nice-to-Haves: Direct exposure to managing pooled accounts or executing tech-touch Success strategies. Hands-on proficiency with lifecycle automation and marketing tools like Gainsight, Intercom, or HubSpot. Foundational knowledge of API-driven ecosystems and the mechanics of technical software products. Practical background in developing health-scoring models or utilizing data-driven insights to manage churn. You don't need to be an identity data expert on day one. We provide hands-on product training so you can ramp quickly and support customers with confidence. As our SMB segment grows, there's room for this role to evolve into leading and scaling our tech-touch and support motion. About Trestle Trestle is a technology company based in Bellevue, WA, building the next generation of identity data products. Our APIs help businesses across industries (from contact centers and financial services to insurance and lead generation) improve customer onboarding, lead management, and call operations through accurate validation, verification, and enrichment. Enterprise customers like Twilio, ActiveProspect, and Best Buy trust us to handle 500M+ queries per month. Our founders bring deep identity data expertise, having helped grow a startup to an $850M acquisition. Today, Trestle is profitable with over a thousand business customers and massive growth potential, backed by top investors and entrepreneurs with decades of experience building industry-leading technology companies. Our mission is to make identity data accessible, accurate, and actionable for every business. We’re guided by our core values: Customer First : Doing right by our customers guides every decision we make. We prioritize responsiveness, build genuine trust, and invest in relationships that endure. Growth Mindset : We invest in people who want to grow. We’re committed to hiring individuals eager to push beyond their comfort zone, even if their experience isn’t traditional. One Team : We succeed together. With our flat organizational structure and collaborative culture, supporting colleagues happens naturally. Figure It Out : We thrive in ambiguity. We embrace new challenges head-on and relentlessly find solutions, even when the path forward isn’t clear. Incremental Innovation : We believe small improvements compound into transformative change. Our innovation is steady, thoughtful, and ongoing, driven by continuous experimentation and iterative learning. Trestle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. How to Apply Please submit your resume via email to View email address on click.appcast.io . Use the subject line: “Scale Customer Success Manager Application – [Your Name].” **We encourage you to apply even if you don’t meet every qualification. If this role excites you, we want to hear from you. #J-18808-Ljbffr Trestle