Enterprise Customer Success Manager

Probook • New York, NY

3d • $140,000 - $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.

You will carry a portfolio of Probook's highest-ACV accounts and own their success — from post-deployment through renewal and expansion. You drive outcomes, not just relationships. GRR, NRR, and expansion are your numbers to hit.

Requirements

• NYC-based
• 3-10 years in B2B SaaS Customer Success with a 3M+ book of business
• Startup experience preferred (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 is a strong plus
• Home services industry experience is a plus, though by no means required

Responsibilities

• Carry a portfolio of Probook's highest-ACV accounts and own their success — from post-deployment through renewal and expansion.
• Drive outcomes, not just relationships.
• Hit GRR, NRR, and expansion targets.
• Manage 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

• Meaningful early-stage equity
• Base Salary: $140K – $160K (can go above range depending on experience)
• Variable: $20K – $40K OTE tied directly to GRR, NRR, and expansion targets — uncapped upside above quota
• Comprehensive medical, dental, and vision
• $500 monthly Ramp card for commuting, meals, gym, etc. (plus $25 in nightly DoorDash credit)
• Really good office snacks
• Direct access to world-class investors and advisors

What This Job Offers

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