Senior Customer Success Manager

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Trunk Tools, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

⚡ Productivity

B2B • Productivity

Trunk Tools, Inc. is a software development company focused on addressing the skilled labor shortage by enhancing productivity, safety, and overall quality of on-site labor work.

📋 Description

• Serve as the trusted advisor for a portfolio of clients and ensure they continuously realize value from Trunk Tools’ solutions • Build and maintain long-term relationships with C-level executives and department heads • Advocate for customers internally and communicate feedback to influence product improvements and roadmap decisions • Guide customers through onboarding and work with implementation and technical teams to support smooth deployment • Provide customer training and resources • Monitor customer health, identify opportunities, and deliver customer ROI • Identify upselling and cross-selling opportunities • Develop and execute customer success plans aligned with customer goals • Understand customers’ business objectives, industry challenges, and technical requirements • Collaborate with sales, marketing, and product teams to deliver a seamless customer experience • Develop account plans to realize renewal and expansion opportunities • Track performance metrics and report account health and success metrics • Conduct Quarterly Business Reviews to demonstrate ROI and share insights • Own customer issues and coordinate timely resolution with cross-functional teams • Escalate and resolve complex technical or product-related challenges • Travel up to 25%

🎯 Requirements

• Minimum of 3–5 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 • Proven track record of driving customer satisfaction, retention, and expansion in an enterprise environment • Experience working in a construction technology company highly preferred • Strong communication and interpersonal skills • Excellent problem-solving skills and a customer-centric approach • Ability to manage multiple accounts and projects simultaneously • Solid understanding of SaaS metrics such as renewal, NRR, NPS, and customer lifetime value • Experience with CRM tools such as Salesforce or HubSpot, and Customer Success platforms such as Planhat or Gainsight, is a plus • Bachelor’s degree or equivalent experience • Relevant Customer Success, Account Management, or SaaS-related certifications are a plus • Ability to travel up to 25% • Must reside in the United States / US time zone • Must answer United States work-authorization and sponsorship questions

🏖️ Benefits

• Competitive salary • Stock option equity packages • 4 medical plans, including a 100% covered option • Dental insurance • Vision insurance • Learning & Growth stipend • Flexible long-term work options (remote and hybrid) • Free lunch provided in the offices in NYC and Austin • Unlimited PTO • IRL / In-Person retreats throughout the year • Performance-based incentives • Opportunities for personal and professional development