Manager, Customer Success

Trimble • Westminster, CO

15h

About The Position

As a Manager of Customer Success , you will lead a team of CSMs dedicated to ensuring our construction partners—ranging from General Contractors to Specialty Trades—realize maximum value from our platform. You will be responsible for driving retention, expansion, and operational excellence , ensuring our technology becomes the "digital backbone" of every job site we touch. Your responsibility includes supporting your team in driving long-term value, adoption and retention for our customers.

Requirements

• Leadership: 2+ years as a leader in Customer Success, account management, or technical support.
• Financial Acumen: Experience in driving customer success KPIs including Net Retention Rate (NRR), Gross Retention Rate (GRR), Customer Health Score, Product Adoption Rates, and Expansion Revenue (Upsell/Cross-sell).
• Systems Experience: Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight, Totango, ChurnZero) .
• Industry Experience: Direct experience in Construction or Engineering SaaS is highly preferred.
• Education: Bachelor’s Degree in business management, business administration, communications, or similar field preferred.
• Analytical skills: Ability to analyze customer data, usage trends, and health scores to support customer growth and proactively prevent churn.
• Problem Solving/Communication: Strong critical thinking skills to resolve complex customer issues. Executive level presentation skills and ability to speak confidently with both C-suite executives and site foremen.
• Travel: Ability to travel as needed domestically to support customer needs.

Nice To Haves

• Industry Experience: Direct experience in Construction or Engineering SaaS is highly preferred.
• Education: Bachelor’s Degree in business management, business administration, communications, or similar field preferred.

Responsibilities

• Team Leadership: Hire, coach, and mentor a team of CSMs. You’ll be responsible for their professional development and ensuring they hit their individual Net Retention (NRR) targets as well as other leading indicators and KPIs.
• Strategic Customer Engagement: Oversee the transition from Sales to Success, working directly with the Professional Services and Customer Onboarding or to ensure customers are properly transitioned post go live. Work to identify proper handoffs, processes and ensure a seamless customer journey.
• Relationship Management: Act as the point of escalation for your CSMs, supporting their role as they build and nurture long-term customer relationships.
• The Voice of the Field: Act as a liaison between our customers and our Product team. Translated customer feedback into actionable product feedback to improve the user experience and customer needs.
• Process Optimization/Tool Adoption: Work directly with our CX Operations organization to ensure process optimization and tool adoption including SFDC and Gainsight .
• Strategic Customer Growth: Support your team in leading customer Quarterly Business Reviews (QBRs), automated touchpoints, and optimized workflows to support the growth of our customers. Work with the CSMs as an “extended sales force” to identify and create opportunities for upsell and cross sell growth.

Benefits

• Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
• Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager