Senior Customer Success Manager

Position Description

At Service Trade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.

We’re looking for a Senior Customer Success Manager who’s excited to make an impact. In this role, you will provide best practice and strategy guidance that drives Service Trade platform adoption and customer value. You will engage with some of Service Trade’s most strategic accounts, partnering with Account Management and other cross‑functional teams to provide training and strategic recommendations for your book of business (15‑20 logos).

Your work will ensure that these accounts are happy, healthy, and ready to grow with Service Trade.

You’ll belong here from the start. We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.

On the Customer Success team, you’ll have the opportunity to work with a high‑performing, agile team focused on overall adoption and utilization of Service Trade’s best‑in‑class software features leading to strong customer satisfaction, retention, and loyalty.

You are a forward‑thinking product advocate committed to helping customers harness the full value of Service Trade. You know that the success of your customers—and by extension the company—depends on the successful business of our customers. You are excited to take big swings that drive acceleration of Service Trade’s leadership within the market.

• Value Delivery:
  • Become a product subject matter expert of Service Trade’s core platform and its add‑on products
  • Work with customers to maximize the realized value of subscribed products
  • Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
  • Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their Service Trade investment
  • Maintain accurate customer records and document interactions, progress and milestones
  • Address issues that prevent customers from maximizing their adoption of Service Trade, and maintain Risk Mitigation plans for accounts that need additional support
• Team:
  • Drive company attainment of GRR and NRR goals by ensuring customers receive full value from their subscription
  • Collaborate with cross‑functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
  • Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests

• 7+ years supporting or implementing complex SaaS solutions
• Quality‑focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
• Able to clearly frame a problem, collect necessary information and obtain a resolution
• Displays professionalism and composure in difficult situations
• Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail, etc.), , Zoom/Google Meet preferred
• Ability to travel as needed (10% or less)

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
• Dental and Vision through Unum
• Flexible Spending Account and Dependent Care Account
• Company‑paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and no vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well‑being, technology and/or professional development

Service Trade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered: AL, AR, AZ, CA, CO, CT, DE, FL, GA,…