Enterprise Customer Success Manager

Job description

ABOUT PROBOOK Probook is the AI Operating System for the home services industry and is backed by two of the top VC's in the world (Sequoia & a16z) Our impact is real. Dispatching the right technician to the right job can mean the difference between a $300 "band-aid" fix and a $20,000 system replacement. By automating previously high-touch workflows around-the-clock, Probook ensures a consistent customer experience without the need for 24/7 live staffing. We unify our customers' processes into a single, scalable platform, giving businesses one place to run their entire dispatch operation. The Role You will carry a portfolio of Probook's highest-ACV accounts and own their success — from post-deployment through renewal and expansion. You drive outcomes, not just relationships. GRR, NRR, and expansion are your numbers to hit. Who You Are - An operator first: You run your book like a business. You track health scores, flag churn risk before it surfaces, and hold customers accountable to the outcomes they signed up for. - Commercially sharp: You spot expansion opportunities naturally, build airtight business cases, and are comfortable asking for the renewal and the upsell in the same conversation. - A strong executor: You manage a portfolio of complex, multi-stakeholder accounts without dropping anything. Your project management and follow-through skills are airtight. - Direct and confident: You communicate clearly and concisely with executives, operators, and economic buyers alike. You deliver hard messages without hedging and earn trust through follow-through, not warmth. - Low ego, high output: No task is beneath you. You do whatever it takes to make your accounts successful. What You Will Own - A portfolio of Probook's largest and most strategic accounts, with full ownership of GRR, NRR, and expansion targets - The full post-launch relationship: Go-Live through renewal, including QBRs, health checks, escalation management, and expansion plays - Cross-functional accountability: work directly with Deployment, Product, and Leadership to surface customer feedback, resolve blockers, and close product gaps that affect retention Requirements - NYC-based - 5-7+ years in B2B SaaS Customer Success with a 3M+ book of business - Startup experience is needed unless you can prove you have built playbooks 0-1 (Series A–D) - Demonstrated ownership of enterprise/strategic accounts (10-30 clients max) - Experience managing multi-stakeholder accounts with 3+ decision makers or business units - Vertical SaaS OR field operations software OR Home services industry experience is a plus, though by no means required Why Join Probook? - The Tailwinds: $700B industry with clear tailwinds: AI adoption, labor shortages, and generational transitions creating demand for operational modernization. We are defining the category, not fighting for share. - The Traction: $XXM ARR in 18 months. Product-market fit proven; now we're scaling. - Funding: $40M raised from Sequoia and Andreessen Horowitz - The Team: >60 people, our founding team comes from the space and has spent thousands of days onsite with our customers. We live the space. We're also becoming one of the most talent-dense start-ups in NYC (MIT, Harvard, UPenn M&T, Waterloo, Citadel, Palantir). - The Greenfield Ownership: You own the outcomes, not just the relationships. And we have a lot of strategic accounts that need owning. Compensation & Benefits - Equity: Meaningful early-stage equity - Base Salary: $160,000 - $200,000 OTE - Health: Comprehensive medical, dental, and vision - Perks: $500 monthly Ramp card for commuting, meals, gym, etc. (plus $25 in nightly meal delivery credit) and really good office snacks - Access: Direct access to world-class investors and advisors