What are the responsibilities and job description for the Customer Success Manager position at ServiceTrade?
Position Description:
At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.
We’re looking for a Customer Success Manager who’s excited to make an impact. In this role, you will be responsible for providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. You will own a dedicated book of business ($4-5M ARR), partnering with Account Management and other cross-functional teams to conduct training and provide strategic recommendations for your customers. Your work will ensure that your accounts are happy, healthy, and ready to grow with ServiceTrade.
Why ServiceTrade:
You’ll belong here from the start.
We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.
On the Customer Success team, you’ll have the opportunity to work with a high-performing, agile team focused on overall adoption and utilization of ServiceTrade’s best-in-class software features leading to unbelievably strong customer satisfaction, retention, and loyalty.
About You:
You're a forward thinking product advocate who’s committed to helping customers harness the full value of ServiceTrade. You know your success, and the company's success, depends on the successful business of our customers. You're excited to take big swings that drive acceleration of ServiceTrade's leadership within the market.
Key Responsibilities and Activities:
What does ServiceTrade do?
ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.
Ok, so why should I care about that?
Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.
What kind of working environment do you have?
We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.
Learn more about our culture and values on our About Us page.
What kind of benefits do you offer?
Go ahead and apply! Let’s get to know each other.
ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.
(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)
EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Please Be Aware of Recruiting Scams
To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.
At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.
We’re looking for a Customer Success Manager who’s excited to make an impact. In this role, you will be responsible for providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. You will own a dedicated book of business ($4-5M ARR), partnering with Account Management and other cross-functional teams to conduct training and provide strategic recommendations for your customers. Your work will ensure that your accounts are happy, healthy, and ready to grow with ServiceTrade.
Why ServiceTrade:
You’ll belong here from the start.
We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.
On the Customer Success team, you’ll have the opportunity to work with a high-performing, agile team focused on overall adoption and utilization of ServiceTrade’s best-in-class software features leading to unbelievably strong customer satisfaction, retention, and loyalty.
About You:
You're a forward thinking product advocate who’s committed to helping customers harness the full value of ServiceTrade. You know your success, and the company's success, depends on the successful business of our customers. You're excited to take big swings that drive acceleration of ServiceTrade's leadership within the market.
Key Responsibilities and Activities:
- Value Delivery:
- Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
- Work with customers to maximize the realized value of subscribed products
- Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
- Maintain accurate customer records and document customer interactions, progress and milestones
- Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support
- Team:
- Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
- Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
- Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests
- 2-3 years supporting or implementing complex saas solutions
- Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
- Able to clearly frame a problem, collect necessary information and obtain a resolution
- Displays professionalism and composure in difficult situations.
- Project Management skills, ideally with some formal training
- Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
- Ability to travel as needed (10-15%)
What does ServiceTrade do?
ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.
Ok, so why should I care about that?
Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.
What kind of working environment do you have?
We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.
Learn more about our culture and values on our About Us page.
What kind of benefits do you offer?
- Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
- Flexible Spending Account and Dependant Care Account
- Company-paid Life insurance, STD and LTD
- Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
- 401(k) with up to 3% employer match and NO vesting period
- Flexible PTO policy
- 10 company holidays
- Parental Leave
- Paid Time Off for Volunteering
- Employee Reimbursement Program to use for well-being, technology and/or professional development
Go ahead and apply! Let’s get to know each other.
ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.
(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)
EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Please Be Aware of Recruiting Scams
To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.