Customer Success Manager, Trunk Tools
$100-140k
+ Stock option equity packages
More information about location
AI for construction project management
Be an early applicant
AI for construction project management
21-100 employees
Be an early applicant
$100-140k
+ Stock option equity packages
More information about location
21-100 employees
Company mission
To make on-site labor work more productive, safer and better
Role
Who you are
- Trunk Tools is looking for a dynamic and results-driven Customer Success Manager (CSM) to join our fast-growing team
- Minimum of 1-3 years of experience in customer success, account management, or enterprise SaaS solutions, with at least 2 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 is highly preferred
- Strong communication and interpersonal skills with the ability to build relationships at all levels of an organization
- Excellent problem-solving skills and a customer-centric approach, while being comfortable with a “fail fast” mentality
- 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 (Salesforce, HubSpot, etc.) and Customer Success platforms (e.g., Gainsight, Planhat, etc.) is a plus
- Bachelor’s degree or equivalent experience
- Relevant certifications (e.g., Customer Success, Account Management, SaaS-related certifications) are a plus
What the job involves
- 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
Our take
The US construction industry is worth over $850B, but it’s plagued by a worsening shortstaffing issue that’s leading to spiralling costs, and a real chance of decreased on-site safety. This is something that Trunk Tools is looking to address.
Trunk Tools is revolutionizing construction documentation with an AI-powered platform that automates the organization of unstructured project files. It processes documents like PDFs, spreadsheets, and blueprints. Which also allows teams to spot any potential project issues and surface insights.
With a growing customer base and substantial funding, Trunk Tools is really making a name for itself. Recent capital acquired will help it further expand its team and platform and put it in a position to lead the construction software market.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!
- 401K
- Learning & Growth stipend
- Free lunch provided in NYC and Austin office - you’ll never go hungry with us!
- Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation
- IRL / In-Person retreats throughout the year
Company HQ
Manhattan, New York, NY
Leadership
Sarah Buchner
(CEO)A Stanford business grad who worked as a Carpenter with HB Tischlerei, then served as Lead Project Manager at Neumayer ZT. Subsequently held various senior roles at STRABAG, including Group Leader of Digitization / Digital Consultancy.
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