Probook
Home Services
EnterpriseCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Enterprise Customer Success Manager at Probook. Skills: Customer Retention, Revenue Growth, Account Expansion. Own customer success. Drive outcomes”
What You'll Achieve.
Own GRR; Own NRR; Own expansion targets
Industry & Context.
Flag churn risk
NYC-based
What They're Looking For.
Must Have
3-10 years in B2B SaaS Customer Success, 3M+ book of business, Ownership of book with $100K+ ACV accounts, Manage multi-stakeholder accounts, 3+ decision makers or business units, Run executive-level business reviews, Own commercial conversations
Nice to Have
Startup experience, Vertical SaaS experience, Field operations software experience, Home services industry experience
What You'll Do.
Hit expansion targets
Manage post-launch relationship
Conduct health checks
Execute expansion plays
Surface customer feedback
How You'll Work.
Team & Collaboration
Deployment team; Product team; Leadership
Communication Scope
Executive presentations; Clear communication; Concise communication
Process & Methodology
Project management, Follow-through
Full Job Description
Who We Are Probook is the AI dispatcher for the home services industry, transforming how plumbing, HVAC, and electrical businesses operate. 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:
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