Enterprise Customer Success Manager

Probook • New York, NY

1d • $130,000 - $160,000 • Onsite

About The Position

Probook is the AI dispatcher for the home services industry, transforming how plumbing, HVAC, and electrical businesses operate. Our impact is real. Dispatching the right technician to the right job can mean the difference between a $300 band-aid fix and a $20,000 system replacement. By automating previously high-touch workflows around the clock, Probook ensures a consistent customer experience without the need for 24/7 live staffing. We unify our customers' processes into a single, scalable platform, giving businesses one place to run their entire dispatch operation. The role involves carrying a portfolio of Probook's highest-ACV accounts and owning their success from post-deployment through renewal and expansion, driving outcomes like GRR, NRR, and expansion.

Requirements

• NYC-based; 5 days/week in-office
• 3+ years in B2B SaaS Customer Success or Account Management with direct ownership of GRR, NRR, and expansion metrics
• Startup experience required (Series A–D)
• Demonstrated ownership of a book with $100K+ ACV accounts
• Experience managing multi-stakeholder accounts with 3+ decision makers or business units
• Proven track record running executive-level business reviews and owning commercial conversations — renewals, upsells, escalations

Nice To Haves

• Vertical SaaS or field operations software experience
• Home services industry experience

Responsibilities

• Own a portfolio of Probook's largest and most strategic accounts, with full ownership of GRR, NRR, and expansion targets
• Manage the full post-launch relationship: Go-Live through renewal, including QBRs, health checks, escalation management, and expansion plays
• Work directly with Deployment, Product, and Leadership to surface customer feedback, resolve blockers, and close product gaps that affect retention

Benefits

• Base: $130K – $160K
• Variable: $20K – $40K OTE tied directly to GRR, NRR, and expansion targets — uncapped upside above quota
• Equity: Meaningful early-stage equity
• Health: Comprehensive medical, dental, and vision
• Perks: $1,000/month stipend (food, gym, Uber)
• Really good office snacks
• Access: Direct line to world-class investors and advisors

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed