Customer Success Manager in Durham

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Customer Success Manager who’s excited to make an impact. In this role, you will be responsible for providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. You will own a dedicated book of business ($4-5M ARR), partnering with Account Management and other cross-functional teams to conduct training and provide strategic recommendations for your customers. Your work will ensure that your accounts are happy, healthy, and ready to grow with ServiceTrade.

Why ServiceTrade: You’ll belong here from the start. We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves. On the Customer Success team, you’ll have the opportunity to work with a high-performing, agile team focused on overall adoption and utilization of ServiceTrade’s best-in-class software features leading to unbelievably strong customer satisfaction, retention, and loyalty.

About You: You're a forward thinking product advocate who’s committed to helping customers harness the full value of ServiceTrade. You know your success, and the company's success, depends on the successful business of our customers. You're excited to take big swings that drive acceleration of ServiceTrade's leadership within the market.

Key Responsibilities and Activities:

• Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
• Work with customers to maximize the realized value of subscribed products
• Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
• Maintain accurate customer records and document customer interactions, progress and milestones
• Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support

Team:

• Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
• Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
• Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests

Knowledge and Skills:

• 2-3 years supporting or implementing complex SaaS solutions
• Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
• Able to clearly frame a problem, collect necessary information and obtain a resolution
• Displays professionalism and composure in difficult situations
• Project Management skills, ideally with some formal training
• Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
• Ability to travel as needed (10-15%)

A few things you’ll want to know: ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

What kind of working environment do you have? We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
• Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

Go ahead and apply! Let’s get to know each other.