Enterprise Customer Success Manager

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. 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 co [... source excerpt omitted ...] 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 Su [... source excerpt omitted ...] 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-marke