Trustwell · 10 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$75K/yr - $85K/yr
5+ years expTrustwell is a rapidly growing tech firm on a mission to change the food industry. The Senior Customer Success Manager plays a critical role in ensuring enterprise customers achieve maximum value from Trustwell products by driving product adoption, customer satisfaction, and long-term retention.
ComplianceSaaSSoftware
Responsibilities
Monitor and report on customer health metrics, such as product usage and engagement activity
Create and deploy proactive digital communication strategy with collaboration with internal teams to support the customer journey
Identify opportunities to drive company results in product adoption, renewal and expansion
Function as the voice of the customer and provide internal feedback on how we can better serve our customers through improvement of our products and services
Communicating customer feedback to our Engineering and Product teams, collaborating on continually improving our product
Ensure that customers are receiving continuous value through their usage of Trustwell products and keep customers up to date on potential value-add opportunities or capabilities
Provide ongoing best practices and advice; Coordinate customer meetings with teams and executive sponsors when appropriate
Review communications created by the CSM team
Coach CSMs in managing escalations, dealing with conflict and difficult customer situations
Other duties as assigned and/or directed
Qualification
Required
Team player with high energy, self-motivation, and enthusiasm
Strong interpersonal skills and high emotional intelligence
Outstanding written and verbal communication skills
Thrives in a multi-tasking environment and with the ability to set priorities and be flexible in a fast-paced environment
Passion for working with customers, building relationships, and achieving measurable goals. Experience demonstrating product functionality and how-to's for customer training sessions
Skilled at managing customer relationships, problem-solving, driving alignment, and navigating complex and challenging situations to ensure positive outcomes in a professional manner
Experience managing issues, escalations and working cross functionally among internal teams to solve customer problems, provide creative solutions, and mitigate risk
Proven ability to guide customers to define and track KPIs and value metrics, ensuring accurate internal, executive level reporting metrics
BS/BA degree in business, management, or related field; required
5+ years of experience in a customer facing role related to customer success, implementations, project, management, or account management for an on-demand / software-as-a-service solution or from a technical perspective. Including demonstrated experience overseeing enterprise accounts and facilitating strategic, executive level discussions
Preferred
Experience with ChurnZero and Salesforce is considered beneficial to the role
Benefits
Full healthcare benefits, including medical, dental, and vision.
Supplemental benefits, including STD, LTD, HSA, 401k, etc.
Responsible Time Off (PTO) + Holiday Pay
Competitive Compensation + Bonus!
Excellent culture, growth opportunities, plus much more...
Company
Trustwell
Trustwell is a dependable source for compliance and high-quality solutions in the food and supplement industries.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2026-01-05Acquired
Leadership Team
Katy Jones
Chief Executive Officer
Recent News
ImpactAlpha
2026-01-11
Business Wire
2026-01-09
Company data provided by crunchbase