Director of Customer Experience (Austin, NYC, Remote)

At Trunk Tools, we are tackling the massive $13 trillion+ construction industry. We’re an exceptional team of serial entrepreneurs, brought together by our shared mission: automating construction. Our founding team (SpaceX, Stanford, MIT, Carta, etc.) has successfully built and deployed software in construction for 140k+ users, millions of users beyond the construction space, and worked on +$2 billion of built-environment projects. We aren’t another out-of-touch tech startup, most of our team comes from construction.

We spent the last few years building the brain behind construction. Now we are deploying workflows/ agents, starting with Q&A document chatbot, to be ingrained in construction teams’ workflows, ultimately to automate construction. Given our immense traction with several Fortune 500 construction companies, we are doubling our team in order to deploy several more agents this year. You will have an opportunity to drive the transformation of a multi-trillion-dollar industry full of waste, risks and inefficiencies.

What you will do and achieve:

• Lead the Customer Experience Strategy: Develop and implement the overall customer experience strategy, ensuring alignment with company goals and client needs. Drive customer-centric initiatives that maximize satisfaction and long-term partnerships.

• Oversee the Implementations Team: Manage the team responsible for implementing our AI-driven solutions for construction companies, ensuring seamless onboarding and integration into client workflows.

• Build and Scale Customer Success & Support: Lead the creation and growth of our Customer Success and Support teams to proactively address customer needs, solve problems, and ensure ongoing success.

• Customer Feedback and Product Improvements: Act as the voice of the customer within the organization, gathering insights and collaborating with product, engineering, and sales teams to improve our offerings and respond to market demands.

• Partnership Development: Foster strong relationships with key clients at both the executive and user levels, ensuring they understand the full potential of our solutions and facilitating the adoption of additional products and services.

• Monitor and Report on Key Metrics: Establish and monitor customer satisfaction metrics, retention rates, and other KPIs to ensure the ongoing success of our customer experience efforts.

• Support Account Expansion & Renewals: Collaborate with Sales to mitigate risks associated with the account expansion motion and renewals to consistently improve Net Revenue Retention (NRR).

Who you are:

• Experience: 8+ years in customer experience, customer success, or support roles, preferably within a B2B SaaS or AI-focused company. Experience in the construction industry or similar sectors is a plus.

• Leadership Skills: Proven experience building and leading cross-functional teams, with a focus on delivering exceptional customer experiences at scale.

• Analytical & Strategic Thinking: You are highly analytical, with the ability to develop data-driven strategies that improve customer satisfaction, retention, and overall success.

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex ideas to both internal teams and external clients.

• Customer-Centric Mindset: Passionate about ensuring customers achieve their goals and derive maximum value from our solutions.

• Adaptability: Thrives in a fast-paced, dynamic startup environment and can easily adapt to changing priorities and demands.

Preferred but not required:

• Experience in the construction or manufacturing industry.

• Background in AI, SaaS, or enterprise software.

What we offer

🎖️ A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters; currently, we're 30 team members.

💰 Competitive salary and stock option equity packages.

🏥 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!

💰 401K

🤓 Learning & Growth stipend.

🥨 Free lunch provided in NYC and Austin office - you’ll never go hungry with us!

🛫 Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation.

🏝 IRL / In-Person retreats throughout the year.

We realize applying for jobs can feel daunting at times. We don’t expect you to check all the qualification boxes and encourage you to apply if you have experience in some of the areas.

*At Trunk Tools, we’re working hard to build a more productive and safer environment within the construction industry, and we strive to live by these same values here at Trunk Tools HQ. As an equal-opportunity employer, we are committed to building an inclusive environment where you can be you. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, or any other legally protected class. *