Manager, Customer Success

Role Overview

As a Manager of Customer Success, you will lead a team of CSMs dedicated to ensuring our construction partners—ranging from General Contractors to Specialty Trades—realize maximum value from our platform. You will be responsible for driving retention, expansion, and operational excellence, ensuring our technology becomes the "digital backbone" of every job site we touch.  Your responsibility includes supporting your team in  driving long-term value, adoption and retention for our customers.  

Key Responsibilities:

• Team Leadership: Hire, coach, and mentor a team of CSMs. You’ll be responsible for their professional development and ensuring they hit their individual Net Retention (NRR) targets as well as other leading indicators and KPIs.

• Strategic Customer Engagement: Oversee the transition from Sales to Success, working directly with the Professional Services and Customer Onboarding or to ensure customers are properly transitioned post go live.  Work to identify proper handoffs, processes and ensure a seamless customer journey.

• Relationship Management:  Act as the point of escalation for your CSMs, supporting their role as they build and nurture long-term customer relationships.

• The Voice of the Field: Act as a liaison between our  customers and our Product team. Translated customer feedback into actionable product feedback to improve the user experience and customer needs.

• Process Optimization/Tool Adoption: Work directly with our CX Operations organization to ensure process optimization and tool adoption including SFDC and Gainsight . 

• Strategic Customer Growth:  Support your team in leading customer Quarterly Business Reviews (QBRs), automated touchpoints, and optimized workflows to support the growth of our customers.  Work with the CSMs as an “extended sales force” to identify and create opportunities for upsell and cross sell growth.

Requirements:

• Leadership: 2+ years as a leader in Customer Success, account management, or technical support.

• Financial Acumen: Experience in driving customer success KPIs including Net Retention Rate (NRR), Gross Retention Rate (GRR), Customer Health Score, Product Adoption Rates, and Expansion Revenue (Upsell/Cross-sell).  

• Systems Experience: Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight, Totango, ChurnZero) .

• Industry Experience:  Direct experience in Construction or Engineering SaaS is highly preferred. 

• Education: Bachelor’s Degree in business management, business administration, communications,  or similar field preferred.

• Analytical skills:  Ability to analyze customer data, usage trends, and health scores to support customer growth and proactively prevent churn.

• Problem Solving/Communication:  Strong critical thinking skills to resolve complex customer issues.  Executive level presentation skills and ability to speak confidently with both C-suite executives and site foremen.

• Travel: Ability to travel as needed domestically to support customer needs..

Compensation:  Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

Hiring Range

Pay Rate Type

Bonus Eligible?

Commission Eligible?

Benefits:  Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under “Corporate Governance.”

Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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