Senior Customer Success Manager
Posted Updated
Description
- Trunk Tools is looking for a dynamic and results-driven Customer Success Manager (CSM) 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
- 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
- Build and maintain long-term relationships with key stakeholders, including C-level executives and department heads
- Act as the customer advocate, ensuring their feedback is communicated internally to drive product improvements and influence future roadmap decisions
- Guide customers through the onboarding process, working closely with the implementation and technical teams to ensure smooth deployment
- Provide training and resources to customers, ensuring they are equipped to use Trunk Tools’ products effectively from day one
- Manage and monitor customer health, identifying customer opportunities and working proactively to consistently deliver customer ROI
- Identify opportunities for upselling and cross-selling Trunk Tools’ solutions to meet customer needs
- Develop and execute customer success plans that align with customer goals and drive product adoption, satisfaction, and growth
- Develop a deep understanding of customers’ business objectives, industry challenges, and technical requirements
- Collaborate with sales, marketing, and product teams to ensure a seamless customer experience and to align Trunk Tools’ offerings with customer goals
- Work on unique account plans to ensure renewal and expansion opportunities are realized
- Track key performance metrics and provide regular updates to both the customer and internal teams on account health and success metrics
- Conduct Quarterly Business Reviews (QBRs) with customers to demonstrate ROI and share insights that drive customer satisfaction and long-term success
- Own customer issues, working with cross-functional teams to resolve challenges in a timely manner
- Act as an escalation point for complex technical or product-related challenges, ensuring that issues are addressed swiftly to minimize any disruption to the customer’s business
- Proven track record of driving customer satisfaction, retention, and expansion in an enterprise environment
- Relevant certifications (e.g., Customer Success, Account Management, SaaS-related certifications) are a plus
- Strong communication and interpersonal skills with the ability to build relationships at all levels of an organization
- Experience with CRM tools (Salesforce, HubSpot, etc.) and Customer Success platforms (e.g. Planhat, Gainsight etc.) is a plus
- Experience working in a construction technology company is highly preferred
- Excellent problem-solving skills and a customer-centric approach, while being comfortable with a “fail fast” mentality
- 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
- Solid understanding of SaaS metrics such as renewal, NRR, NPS, and customer lifetime value
- Ability to manage multiple accounts and projects simultaneously
- Bachelor’s degree or equivalent experience