Sr. Customer Success Manager

Trunk Tools • New York, NY

16h

About The Position

Trunk Tools is seeking a dynamic, results-driven Senior Customer Success Manager to help customers succeed with its software products. As the primary point of contact for a portfolio of accounts, this role drives customer engagement, retention, and growth by building strong relationships, identifying opportunities for upsell and cross-sell, and ensuring customers realize the value of Trunk Tools’ solutions. Travel is required, up to 25%. The role works closely with customers and internal implementation, technical, sales, marketing, and product teams to support onboarding, adoption, ROI, renewals, expansion, and issue resolution.

Trunk Tools is an AI company focused on construction technology. The company describes its mission as building the future of construction through intelligent automation, embedding AI into field operations, and expanding production-ready AI agents into operational workflows. It has raised $70 million in total funding and has more than 100 employees.

Requirements

• At least 3 years of experience in customer success, customer experience, or enterprise SaaS solutions.
• At least 3 years in a customer-facing role managing a portfolio of accounts.
• A proven track record of driving customer satisfaction, retention, and expansion in an enterprise environment.
• Strong communication and interpersonal skills, including the ability to build relationships at all levels of an organization.
• Excellent problem-solving skills and a customer-centric approach, with comfort working in a “fail fast” environment.
• Ability to manage multiple accounts and projects simultaneously.
• Solid understanding of SaaS metrics such as renewal, NRR, NPS, and customer lifetime value.
• Bachelor’s degree or equivalent experience.
• Ability to travel up to 25%.

Nice To Haves

• Experience working in a construction technology company.
• Experience with CRM tools such as Salesforce or HubSpot and Customer Success platforms such as Planhat or Gainsight.
• Relevant certifications, such as in Customer Success, Account Management, or SaaS.

Responsibilities

• Serve as a trusted advisor to a portfolio of clients, address their needs, and help them continuously realize value from Trunk Tools’ solutions.
• Build and maintain long-term relationships with key stakeholders, including C-level executives and department heads.
• Represent customer feedback internally to support product improvements and influence roadmap decisions.
• Guide customers through onboarding and coordinate with implementation and technical teams to support smooth deployment.
• Provide training and resources so customers can use Trunk Tools’ products effectively.
• Monitor customer health, identify opportunities, and proactively deliver customer ROI.
• Identify opportunities to upsell and cross-sell Trunk Tools’ solutions.
• Develop and execute customer success plans aligned with customer goals to drive product adoption, satisfaction, and growth.
• Understand customers’ business objectives, industry challenges, and technical requirements.
• Collaborate with sales, marketing, and product teams to provide a seamless customer experience and align offerings with customer goals.
• Create account plans to realize renewal and expansion opportunities.
• Track key performance metrics and provide regular account health and success updates to customers and internal teams.
• Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI and share insights that support customer satisfaction and long-term success.
• Own customer issues and work with cross-functional teams to resolve challenges in a timely manner.
• Act as an escalation point for complex technical or product-related challenges and help resolve them quickly to minimize business disruption.

Benefits

• Competitive salary and stock option equity packages.
• Four medical plans to choose from, including a 100%-covered option, plus dental and vision insurance.
• Learning and growth stipend.
• Flexible long-term work options, including remote and hybrid.
• Free lunch at the New York City and Austin offices.
• Unlimited PTO.
• In-person retreats throughout the year.
• Performance-based incentives.
• Flexible work hours and a supportive work environment.

What This Job Offers

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