Hybrid Manager, Customer Success

at Trimble Inc.

• Job title: Manager, Customer Success
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $89,700 - $123,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Westminster, United States

About the role

• Manager of Customer Success at Trimble leading a team to maximize value for construction partners. Driving retention, expansion, and operational excellence in a technology-driven environment.

Responsibilities

• Lead a team of CSMs dedicated to ensuring our construction partners realize maximum value from our platform.
• Drive retention, expansion, and operational excellence, ensuring our technology becomes the 'digital backbone' of every job site.
• Hire, coach, and mentor a team of CSMs.
• Oversee the transition from Sales to Success, working directly with Professional Services and Customer Onboarding.
• Act as the point of escalation for your CSMs, supporting their role in building long-term customer relationships.
• Act as a liaison between customers and the Product team.
• Work directly with CX Operations organization to ensure process optimization and tool adoption.

Requirements

• 2+ years as a leader in Customer Success, account management, or technical support.
• 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).
• Proficiency in CRM platforms (preferably Salesforce) and Customer Success Platforms (e.g. Gainsight, Totango, ChurnZero).
• Direct experience in Construction or Engineering SaaS is highly preferred.
• Bachelor’s Degree in business management, business administration, communications, or similar field preferred.
• Ability to analyze customer data, usage trends, and health scores to support customer growth and proactively prevent churn.
• 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.
• Ability to travel as needed domestically to support customer needs.

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.