Sr. Customer Success Manager

📋 Description

• • At Trunk Tools, we’re the leading AI company revolutionizing construction, the second-largest industry on earth.
• • Our mission is to build the future of construction through intelligent automation.
• • Founded by builders and technologists (Stanford, MIT), our team has delivered software used by over 140,000 field professionals, impacting millions of users and contributing to $10B+ in built projects.
• • Many of us come from the field ourselves, giving us a deep understanding of the industry’s unique challenges.
• • After years of building the “brain” of construction, we’re now launching production-ready AI agents, starting with intelligent document processing and Q&A, and rapidly expanding into core operational workflows.
• • Our team has doubled in the past year, and with 100+ employees (50+ engineers), we’re scaling fast and entering a period of hypergrowth.
• • Trunk Tools is looking for a dynamic and results-driven Senior Customer Success Manager to join our fast-growing team.
• • In this role, you will be responsible for ensuring that our customers achieve success with our software products.
• • As the primary point of contact for a portfolio of accounts, you will drive customer engagement, retention, and growth by building strong relationships, identifying opportunities for upsell/cross-sell, and ensuring customers realize the full value of our solutions.
• • Travel is required for this position, up to 25%.
• • Key responsibilities include:
• • Customer Relationship Management: Serve as the trusted advisor for a portfolio of clients, ensuring their needs are met, and they are continuously realizing value from Trunk Tools’ solutions.
• • Onboarding & Implementation Support: Guide customers through the onboarding process, working closely with the implementation and technical teams to ensure smooth deployment.
• • Customer Retention & Growth: Manage and monitor customer health, identifying customer opportunities and working proactively to consistently deliver customer ROI.
• • Strategic Account Planning & Advocacy: Develop a deep understanding of customers’ business objectives, industry challenges, and technical requirements.
• • Customer Insights & Reporting: Track key performance metrics and provide regular updates to both the customer and internal teams on account health and success metrics.
• • Problem Resolution & Escalation Management: Own customer issues, working with cross-functional teams to resolve challenges in a timely manner.
• • Qualifications include:
• • Experience: Minimum of 3-5 years of experience in customer success, customer experience, or enterprise SaaS solutions, with at least 3 years in a customer-facing role managing a portfolio of accounts.
• • Skills & Knowledge: Strong communication and interpersonal skills with the ability to build relationships at all levels of an organization.
• • Ability to manage multiple accounts and projects simultaneously.
• • Solid understanding of SaaS metrics such as renewal, NRR, NPS, and customer lifetime value.
• • Why Trunk Tools?
• • Innovative Culture: Work at the forefront of technology with a team that values innovation and continuous learning.
• • Impactful Work: Help transform businesses with tools that drive real, measurable outcomes.
• • Career Growth: Be part of a growing company with ample opportunities for personal and professional development.
• • Competitive Compensation: We offer a competitive salary, benefits, and performance-based incentives.
• • Work-Life Balance: Enjoy flexible work hours and a supportive work environment that encourages a healthy work-life balance.