Sr. Customer Success Manager

At Trunk Tools, we’re the leading AI company revolutionizing construction, the second-largest industry on earth. We recently raised a $40M Series B led by Insight Partners, bringing our total funding to $70M from top-tier investors including Redpoint and Innovation Endeavors. This new round is fueling our next phase of growth as we scale AI agents across the jobsite.

Our mission is to build the future of construction through intelligent automation. Despite being a $13+ trillion industry, construction still runs largely on analog processes, we’re changing that by embedding AI directly into field operations.

Founded by builders and technologists (Stanford, MIT), our team has delivered software used by over 140,000 field professionals, impacting millions of users and contributing to $10B+ in built projects. Many of us come from the field ourselves, giving us a deep understanding of the industry’s unique challenges.

After years of building the “brain” of construction, we’re now launching production-ready AI agents, starting with intelligent document processing and Q&A, and rapidly expanding into core operational workflows. Our team has doubled in the past year, and with 100+ employees (50+ engineers), we’re scaling fast and entering a period of hypergrowth. This is a rare opportunity to join at an inflection point.

Trunk Tools is looking for a dynamic and results-driven Senior
Customer Success Manager 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%.

• 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.

• Experience
  :

  • Minimum of 3-5 years of experience in customer success,…