What are the responsibilities and job description for the Customer Success Manager position at Trestle?
About Trestle :
Trestle is a technology company based in Bellevue, Washington, that is building the next generation of data products for businesses. We provide identity data APIs to help businesses improve their customer onboarding, lead management, and call operations through accurate customer verification and enrichment. We are trusted by enterprise customers, like Twilio, ActiveProspect, Best Buy, and more, serving 2B queries annually. We do that by providing the most comprehensive data coverage and solutions delivered to customers with low-latency APIs and best-in-class customer service.
Trestle was founded by industry leaders responsible for growing Ekata's data and identity verification business from a startup with less than ten people to an $850M acquisition by Mastercard in 2021. We are a growing and profitable business that's less than three years old with 200 enterprise customers and a massive potential for future growth. The business is backed by the top investors and entrepreneurs in the identity data space with decades of experience building industry-leading technology companies.
Job Overview :
As the primary point of contact for enterprise customers, you will play a crucial role in retaining and expanding Trestle's customer base, directly impacting company growth and customer satisfaction. Customer Success Managers at Trestle support the business by providing excellent service and technical support to our clients. Trestle is a customer-centric company. We are focused on understanding our customers' and partners' business problems, providing timely and valuable support and analysis, and acting as their advocate. This role will manage a variety of enterprise customers and partners, and collaborate with sales, product and the leadership team to ensure we provide the best possible ROI and customer experience. You'll not only be part of a growing team but also have opportunities for career development as the company continues its expansion.
In this role, you will :
- Serve as the main customer contact and provide excellent customer service to all current customers and partners of Trestle
- Engage with internal and external product / engineering stakeholders to suggest product improvements and ensure successful integrations
- Retain and grow a select list of accounts by developing an in-depth understanding of customers' and partners' business problems / goals and internal workflows / processes
- Proactively identify opportunities in assigned customer portfolio for successful onboarding and increased adoption of our products and expansion into other areas of the business
- Identify areas of opportunity and / or concern based on usage patterns, API response time, and regular communication with clients
- Utilize various analytics, reporting, and other internal software to maximize customer success
- Engage with our customers and partners via phone, email and in person to develop relationships and identify areas for growth and expansion
- Be an expert on the full suite of Trestle products; use this knowledge and a consultative approach to maximize customer success
- You will work closely with sales, engineering, and product teams to ensure seamless integration and the delivery of high-impact customer solutions, all within a collaborative and innovative environment.
- Troubleshoot potential bugs and issues and work with internal teams to properly escalate patterns that warrant more attention
- Negotiate contracts for incremental business opportunities and renew existing contracts that present the most favorable terms possible for both the client and for Trestle
- Up to 20% domestic travel, primarily to customer sites and conferences, as needed.
Note : Application instructions included at the bottom of the post.
About You :
We have established a core set of values through years of experience building technology businesses :
Our core values-Customer-first, Innovation, Dive Deep, Growth Mindset, and One Team-guide everything we do. As an Customer Success Manager, you'll embody these values in your interactions with customers and colleagues.
Come join us as we take on the ambitious goal of building the industry-leading platform for identity data APIs.
How to Apply :
Please submit your resume via email to careers@. In the subject line of your email, please include "Customer Success Manager Application - [Your Name]". We look forward to reviewing your application.
