Customer Success Manager (CSM)

Salary: $100K - $140K Location Type: Remote Employment Type: Full-Time Travel: Up to 25%

Company Overview

At Trunk Tools, we are the leading AI company revolutionizing the construction industry, the second-largest industry on Earth. With deep traction among Fortune 500 general contractors, we have raised $30M from top investors including Redpoint and Innovation Endeavors. Our mission is to build the future of construction through intelligent automation. Construction is a $13+ trillion industry still operating primarily in analog, and we’re changing that by embedding AI directly into the jobsite.

Founded by builders and technologists (Stanford, MIT), our experienced team has delivered software used by 140,000+ field professionals, impacting millions of users and contributing to $10B+ in built projects. We're deeply rooted in construction, with many of our team coming from the field. After years of developing the “brain” of construction, we are now deploying AI agents and workflows to automate critical tasks—beginning with intelligent document processing, Q&A capabilities, and rapidly expanding across operational processes. We currently have 50+ employees, including 20 engineers, and have doubled our size in the last 12 months. We’re continuing to grow rapidly as we launch and scale multiple AI agents this year.

Position Overview

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.

Responsibilities

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.