Senior Customer Success Manager at Servicetrade in Durham, NC | Kablio

Role

Description

product expertise

bug triage

feature review

customer training

risk mitigation

business review

Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests
Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their ServiceTrade investment
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
Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription

Requirements

saas

7+ years

problem solving

google apps

salesforce

travel

7+ years supporting or implementing complex SaaS solutions
Able to clearly frame a problem, collect necessary information and obtain a resolution
Dental and Vision with Unum
Medical with Blue Cross Blue Shield NC (2 options)
Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
Displays professionalism and composure in difficult situations.
Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
Ability to travel as needed (10% or less)

Benefits

Tech and Wellness Stipend
Flexible PTO policy
Parental Leave
Company-paid Life insurance, STD and LTD
Community Impact Program (Volunteer)
Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
10 company holidays

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded 2012

Company's founding year

Established in Durham, NC, developing their platform from the ground up.

$30.4M Revenue

Annual revenue figure

Achieved by 2024, marking significant growth in their operations.

50% Growth

Annual growth rate

Experienced rapid expansion, achieving over 50% growth each year.

$34M+ Funding

Total funding secured

Received substantial investment to support expansion and innovation.

launched a mobile‑and web‑based platform tailored for commercial contractors.
It transformed field operations by digitizing inspections, service calls, and reporting—turning technician chaos into streamlined workflows.
Typical projects include preventative maintenance and NFPA fire‑safety inspections for commercial HVAC and mechanical systems.
Specialized software modules—like Sales Manager, Parts Manager, and Inspections—support end‑to‑end project delivery.
Unusually, it bridges sales proposals and field execution in one system, automatically converting quotes into scheduled jobs.
Backed by rapid growth and deep vertical focus, ServiceTrade stands out by aligning sales, field, and office operations seamlessly.

Culture + Values

They are bold: Challenge themselves and push customers and the commercial service market to change, improve, and grow.
They are curious: Curiosity drives innovation and growth, inspiring improvements across their work and company.
They value equality: Embrace diversity across race, ethnicity, sexual orientation, gender identity, political philosophy, and religion, rejecting all injustices, bias, and marginalization.

Environment + Sustainability

Prevent refrigerant leaks through maintenance and reclamation to prevent release of potent greenhouse gases.
Optimize HVAC efficiency by cleaning coils, sealing ducts, calibrating controls, and adopting smart thermostats to reduce energy use and emissions.
Promote environmentally friendly fire suppression to prevent pollution and resource waste.
Use smart routing and digital operations (electronic work orders, cloud documentation) to reduce fuel use and paper consumption.

Inclusion & Diversity

19% Female Participation

Trade-Workforce Pipeline Program

Over 19% of students in ServiceTrade's pipeline program are female, fostering diversity in traditionally male-dominated fields.

~900 Students

Sponsorship Growth

ServiceTrade's sponsorship expanded from approximately 500 to ~900 students between 2024 and 2025, reaching 54 locations nationwide.

Embracing described strategy: 'We are Equals'—explicitly rejecting injustices, bias, and marginalization across race, ethnicity, sexual orientation, gender identity, political philosophy, and religion.

Articles

Careers

Request a Demo

Role

Description

product expertise

bug triage

feature review

customer training

risk mitigation

business review

Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests
Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their ServiceTrade investment
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
Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription

Requirements

saas

7+ years

problem solving

google apps

salesforce

travel

7+ years supporting or implementing complex SaaS solutions
Able to clearly frame a problem, collect necessary information and obtain a resolution
Dental and Vision with Unum
Medical with Blue Cross Blue Shield NC (2 options)
Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
Displays professionalism and composure in difficult situations.
Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
Ability to travel as needed (10% or less)

Benefits

Tech and Wellness Stipend
Flexible PTO policy
Parental Leave
Company-paid Life insurance, STD and LTD
Community Impact Program (Volunteer)
Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
10 company holidays

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded 2012

Company's founding year

Established in Durham, NC, developing their platform from the ground up.

$30.4M Revenue

Annual revenue figure

Achieved by 2024, marking significant growth in their operations.

50% Growth

Annual growth rate

Experienced rapid expansion, achieving over 50% growth each year.

$34M+ Funding

Total funding secured

Received substantial investment to support expansion and innovation.

launched a mobile‑and web‑based platform tailored for commercial contractors.
It transformed field operations by digitizing inspections, service calls, and reporting—turning technician chaos into streamlined workflows.
Typical projects include preventative maintenance and NFPA fire‑safety inspections for commercial HVAC and mechanical systems.
Specialized software modules—like Sales Manager, Parts Manager, and Inspections—support end‑to‑end project delivery.
Unusually, it bridges sales proposals and field execution in one system, automatically converting quotes into scheduled jobs.
Backed by rapid growth and deep vertical focus, ServiceTrade stands out by aligning sales, field, and office operations seamlessly.

Culture + Values

They are bold: Challenge themselves and push customers and the commercial service market to change, improve, and grow.
They are curious: Curiosity drives innovation and growth, inspiring improvements across their work and company.
They value equality: Embrace diversity across race, ethnicity, sexual orientation, gender identity, political philosophy, and religion, rejecting all injustices, bias, and marginalization.

Environment + Sustainability

Prevent refrigerant leaks through maintenance and reclamation to prevent release of potent greenhouse gases.
Optimize HVAC efficiency by cleaning coils, sealing ducts, calibrating controls, and adopting smart thermostats to reduce energy use and emissions.
Promote environmentally friendly fire suppression to prevent pollution and resource waste.
Use smart routing and digital operations (electronic work orders, cloud documentation) to reduce fuel use and paper consumption.

Inclusion & Diversity

19% Female Participation

Trade-Workforce Pipeline Program

Over 19% of students in ServiceTrade's pipeline program are female, fostering diversity in traditionally male-dominated fields.

~900 Students

Sponsorship Growth

ServiceTrade's sponsorship expanded from approximately 500 to ~900 students between 2024 and 2025, reaching 54 locations nationwide.

Embracing described strategy: 'We are Equals'—explicitly rejecting injustices, bias, and marginalization across race, ethnicity, sexual orientation, gender identity, political philosophy, and religion.

Articles

Careers

Request a Demo