Scale Customer Success Manager; Hybrid

Benefits

We invest heavily in our team's growth and happiness:

• Competitive Pay
  : $65,000–$80,000 base + a performance-based variable component tied to segment-level retention + meaningful equity participation
• Health & Wellness
  :
  Comprehensive medical, dental, and vision coverage
• Future-Proofing
  :
  Easy-to-manage 401(k) plan with diverse investment options
• Rest & Recharge
  :
  Flexible PTO policy. We trust you to take the time you need
• Team Connection
  :
  Team offsites and regular social events
• The Office Experience
  : A stocked kitchen with snacks and drinks; close to public transit, including the newly-opened Line 2 light rail
• Hybrid Schedule
  :
  In-office Monday-Thursday at our Bellevue HQ, with flexible Fridays

• Drive adoption and retention for a portfolio of roughly 150 SMB accounts by blending high-leverage automation, such as email cadences, in-app triggers, and webinars, with strategic 1:1 engagement.
• Analyze account health indicators, including product usage, support trends, and engagement metrics, to proactively identify and personally mitigate churn risk before it becomes critical.
• Architect and iterate upon the playbooks and triggers that define our tech-touch motion, serving as both the executor and the designer of our scalable success programs.
• Serve as the primary point of contact for routine customer inquiries, providing high responsive, attentive chat, and email assistance while ensuring complex technical or commercial escalations are seamlessly routed to the appropriate team members.
• Uncover expansion opportunities within the portfolio by monitoring usage growth and qualification signals, funneling these high-potential leads to the Sales organization.
• Collaborate with Marketing and Product to develop high-impact lifecycle content, including self-serve onboarding, release communications, and educational tools.
• Assess and report on segment-level performance, such as NRR and adoption rates, to help optimize how the portfolio integrates with Trestle’s overarching CS strategy.
• Synthesize customer feedback and recurring patterns into actionable insights for our Product and Sales leadership.

Must-Haves:

• 1+ year of professional experience in client-facing roles such as Customer Success, Support, or Account Management within the SaaS or broader technology sector.
• Exceptional written communication skills; you can craft clear and concise copy for high-volume email cadences and in-product notifications.
• A data-driven approach to prioritization, with the ability to navigate a large book of business and identify where your intervention is most impactful.
• A sincere curiosity about technical products and an eagerness to understand the nuances of how APIs power customer business logic.
• A penchant for process design; you prefer architecting sustainable, repeatable systems over simply reacting to individual support tickets.

Nice-to-Haves:

• Direct exposure to managing pooled accounts or executing tech-touch Success strategies.
• Hands‑on proficiency with lifecycle automation and marketing tools like Gainsight, Intercom, or Hub Spot.
• Foundational knowledge of API‑driven ecosystems and the mechanics of technical software products.
• Practical background in developing health‑scoring models or utilizing data‑driven insights to manage churn.

Trestle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.