Enterprise Customer Success Manager

Probook • New York, NY

2d • $160,000 - $200,000 • Onsite

About The Position

Probook is the AI Operating System for the home services industry and is backed by two of the top VC's in the world (Sequoia & a16z). 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
• 5-7+ years in B2B SaaS Customer Success with a 3M+ book of business
• Startup experience is needed unless you can prove you have built playbooks 0-1 (Series A–D)
• Demonstrated ownership of enterprise/strategic accounts (10-30 clients max)
• Experience managing multi-stakeholder accounts with 3+ decision makers or business units

Nice To Haves

• Vertical SaaS OR field operations software OR 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.
• Run your book like a business, tracking health scores, flagging churn risk, and holding customers accountable to outcomes.
• Spot expansion opportunities, build business cases, and ask for renewals and upsells.
• Manage a portfolio of complex, multi-stakeholder accounts without dropping anything.
• Communicate clearly and concisely with executives, operators, and economic buyers.
• Deliver hard messages without hedging and earn trust through follow-through.
• Do whatever it takes to make your accounts successful.
• 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

• Meaningful early-stage equity
• Base Salary: $160,000 - $200,000 OTE
• Comprehensive medical, dental, and vision
• $500 monthly Ramp card for commuting, meals, gym, etc. (plus $25 in nightly meal delivery 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