Customer Success Manager

ABOUT TREBELLAR Trebellar is the AI platform for corporate real estate. Enterprise CRE teams use Trebellar to turn fragmented lease, space, and occupancy data into a single decision-making layer — replacing spreadsheets and guesswork with an AI-native system of record. We're backed by Blossom Capital, with participation from Jack Altman and Semil Shah (Haystack), and we're a small, fast-moving team building category-defining infrastructure for one of the largest, least-modernized categories of enterprise spend. ABOUT THE ROLE You'll own the relationship for a portfolio of enterprise accounts from signed contract through expansion and renewal working directly with senior real estate and workplace leaders at large enterprises. As the day-to-day strategic partner for your customers, you'll turn their business priorities into clear success plans, adoption milestones, and executive conversations. You'll work closely with Product, Engineering, and Sales to bring the right customer context into the company, coordinate support when it matters, and keep accounts moving forward. This is a builder role. The foundational ideas are taking shape, but the systems and habits that define Customer Success at Trebellar still need to be built. That means strong judgment about where to focus, when to bring others in, and how to balance immediate customer needs with the broader work of creating a scalable function. WHAT YOU’LL DO Time-to-Value and Implementation - Own the path from signed contract to a customer's first meaningful outcome, not simply a completed onboarding checklist - Build a success plan for each account that connects the customer's goals, stakeholders, milestones, and success metrics - Actively manage implementation and onboarding timelines, identifying stalled progress early and helping move work forward - Establish clear ownership across Trebellar and the customer team so open decisions and dependencies do not linger Product adoption and workflow maturity - Understand how each customer's real estate team plans, reports, and makes decisions, then help them embed Trebellar into those workflows - Use product usage data and customer context to identify underutilization, gaps in adoption, and opportunities for proactive outreach - Lead enablement through live trainings, working sessions, and best-practice content that move customers from basic usage to sustained value - Help customers connect platform activity to the outcomes they care about, not just feature adoption Account health, retention, and renewal readiness - Help establish and maintain an account health model that combines product usage, relationship signals, customer goals, open issues, and renewal timing - Identify risk early, lead a clear plan to address it, and bring in the right internal partners before it becomes urgent - Keep account history, decisions, risks, and next steps visible and accessible to the broader team - Make renewal readiness an ongoing part of account management rather than a late-stage commercial exercise Executive partnership and expansion - Run structured reviews with senior stakeholders that connect Trebellar's work to the business outcomes they report on - Identify additional use cases within existing accounts based on demonstrated value and emerging customer needs - Partner with AEs to shape and time expansion conversations, supported by clear customer context and a written point of view - Help define how Customer Success and Sales work together across renewals and expansion as the company scales Voice of the customer - Deliver structured feedback to Product and Engineering based on patterns across accounts, not isolated anecdotes - Represent the customer in product planning conversations with clear context on the underlying problem, impact, and priority - Review customer-facing release notes and help ensure they are clear, relevant, and ready for customer communication - Surface recurring customer needs, adoption barriers, and workflow patterns that should inform how Trebellar evolves WHAT SUCCESS LOOKS LIKE - First 90 days: Build strong context on the customer portfolio, take ownership of active relationships and priorities, and develop a practical point of view on how Trebellar should approach success planning, account health, onboarding, and structured customer feedback. - First 4 to 6 months: Begin testing and refining those practices across the portfolio, creating clearer ownership, earlier visibility into risk, stronger customer conversations, and well-supported expansion opportunities where there is demonstrated value. - Ongoing: Help turn what works into a more repeatable Customer Success approach, with better visibility into customer goals, account health, renewal readiness, and opportunities to deepen value over time. WHAT WE’RE LOOKING FOR - 4 to 7 years of Customer Success experience, including meaningful time at a startup - Experience owning enterprise account health end to end, including onboarding, adoption, renewal, and expansion, with outcomes you can speak to clearly - A track record of building success plans around customer goals and adoption milestones rather than generic check-in cadences - Comfort using product and usage data to determine where to focus, who to engage, and what action to take - Experience identifying customer risk early and creating momentum around retention or expansion opportunities - Strong executive presence and the ability to run thoughtful, structured conversations with VPs and senior real estate leaders at Fortune 500 companies - Experience partnering with Sales on renewals and expansion, including sound judgment about when to lead, support, or hand off a conversation - Comfort working in ambiguity, creating structure where it is needed, and improving the approach as the company learns - Strong written communication and an ability to turn complex customer context into clear internal recommendations - Genuine curiosity about commercial real estate. We can teach the domain. We can't teach curiosity WHAT WE OFFER - A small, high-context team where your ownership is visible and your impact compounds quickly. - Competitive compensation plus employee stock options, giving you a genuine ownership stake in an early-stage business, so you share in what you help build. - Health benefits, 401(k) match and flexible time off.