Sr. Manager, Global Strategic Accounts Customer Success

Trimble strives to continually improve our customer experience, ensuring that we put the customer and users at the center of all that we do.  In order to achieve this, the Customer Success team ensures deep adoption of our technologies, improving strong retention and growth in customer base across the globe. We are in an exciting part of our journey to grow the Customer Success muscle at Trimble and are looking for a results-driven Sr Manager of our Strategic Accounts Customer Success team to lead, coach and inspire a team of CSMs that manager our global Strategic Accounts.

Reporting to the VP of Customer Success, the Sr Manager of Global Strategic Accounts Customer Success will be an executive leader responsible to not only manage/coach the team but also design and build out processes for how we service the unique Strategic Accounts customer base that lives at the top of our customer pyramid. Strategic Accounts CSMs coordinate the post-sale experience for Trimble Construction One (TC1) Enterprise customers by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and enabling customers to achieve their desired outcomes. This senior level role is vital to establish and build best practices for a white glove customer base and create a mature customer engagement culture.

What You Will Do

• Manage a team of Strategic Accounts CSMs globally through coaching, delivering outcomes, and working cross-functionally across Trimble’s Construction sector

• Develop and own the Strategic Accounts Customer Success playbook

• Lead your team to deliver outstanding experiences that drive strong customer adoption, value realization, retention, expansion, and referrals

• Coach team on genuine and positive customer engagement methodologies, including monthly check-ins, substantive Executive Business Reviews, and developing demonstrable knowledge of customer’s business, goals, and industry

• Hire, coach and develop a group of high-performing team members

• Demonstrate a strong working knowledge of Trimble’s construction solutions to enable the team to communicate the value of our products to our customers

• Lead the team to increase product utilization and customer lifetime value through success plans, customer satisfaction, active listening and measuring health scores

• Leverage reporting to develop data-driven insights on customer behavior

• Act as a point of escalation by working with the customer and teams across the organization to solve problems and drive deeper engagement

• Partner with Professional Services, Sales, Customer Success, Product and Support leadership to identify and address gaps in existing processes, products, implementations, etc. keeping customer and employee experience at the center of what we do

• Develop metrics to measure the effectiveness of your CSMs in meeting organizational goals

• Grow strong internal relationships across Sales, Support, Product, Professional Services and other departments to drive customer success

What Skills & Experience You Should Bring

• Minimum 3-5 years experience as a Senior Leader in Customer Success in a recurring-revenue SaaS environment; global experience preferred

• Experience building out a Customer Success strategy at the Executive level; strong Executive presence and accountability for driving results

• Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale

• Proven experience driving software adoption, expansion, and building customer success best practices

• Experience in the Construction industry and a vision for solving its unique challenges is preferred

• Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance  

• Strong understanding of high value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement 

• Excellent communication, presentation (written and oral), and organization skills a must

• Positive, never fail attitude

• Proficiency in Salesforce and G-Suite

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