At Trunk Tools, we are tackling the massive $13 trillion+ construction industry. We’re an exceptional team of serial entrepreneurs, brought together by our shared mission: automating construction. Our founding team (SpaceX, Stanford, MIT, Carta, etc.) has successfully built and deployed software in construction for 140k+ users, millions of users beyond the construction space, and worked on +$2 billion of built-environment projects. We aren’t another out-of-touch tech startup, most of our team comes from construction.

We spent the last few years building the brain behind construction. Now we are deploying workflows/agents, starting with Q&A document chatbot, to be ingrained in construction teams’ workflows, ultimately to automate construction. Given our immense traction with several Fortune 500 construction companies, we are doubling our team (currently 45 FTE) in order to deploy several more agents this year. You will have an opportunity to drive the transformation of a multi-trillion-dollar industry full of waste, risks and inefficiencies.

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. Travel is required for this position, up to 25%.

What you'll be doing:

• 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.

  • 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.

• Onboarding & Implementation Support:

  • 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.

• Customer Retention & Growth:

  • 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.

• Strategic Account Planning & Advocacy:

  • 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.

• Customer Insights & Reporting:

  • 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.

• Problem Resolution & Escalation Management:

  • 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.

Qualifications

• Experience:

  • 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.

• Skills & Knowledge:

  • 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.

• Education:

  • Bachelor’s degree or equivalent experience.

  • Relevant certifications (e.g., Customer Success, Account Management, SaaS-related certifications) are a plus.

What we offer 😎

🎖️ A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters

💰 Competitive salary and stock option equity packages

🏥 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!

🤓 Learning & Growth stipend

🏠 Flexible long-term work options (remote and hybrid)

🥨 Free lunch provided in the office in NYC - 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

We realize applying for jobs can feel daunting at times. We don’t expect you to check all the qualification boxes and encourage you to apply if you have experience in some of the areas.

At Trunk Tools, we’re working hard to build a more productive and safer environment within the construction industry, and we strive to live by these same values here at Trunk Tools HQ. As an equal-opportunity employer, we are committed to building an inclusive environment where you can be you. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, or any other legally protected class.