Senior Customer Success Manager, Trunk Tools

$120-153k

+ Stock option equity packages. Salary dependent on location

Salesforce

Hubspot

Gainsight

Mid and Senior level

Austin

New York

San Francisco Bay Area

Remote from US

More information about location

AI for construction project management

Open for applications

AI for construction project management

21-100 employees

FintechB2BArtificial IntelligenceProductivityConstruction

Open for applications

$120-153k

+ Stock option equity packages. Salary dependent on location

Salesforce

Hubspot

Gainsight

Mid and Senior level

Austin

New York

San Francisco Bay Area

Remote from US

More information about location

21-100 employees

FintechB2BArtificial IntelligenceProductivityConstruction

Company mission

To turn unstructured construction data into actionable insights through intelligent agents that automate tedious tasks.

Job

Company

Role

Who you are

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
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. Planhat, Gainsight 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

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

Our take

The US construction industry is worth over $850B, but it’s plagued by a worsening short staffing 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 HQ

SoHo, New York, NY

Leadership

Sarah Buchner

(Founder & 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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