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Trebellar is an AI platform for corporate real estate that helps enterprise CRE teams replace fragmented spreadsheets with a unified, AI-native system of record for lease, space, and occupancy data. The company is backed by Blossom Capital and founded by experienced operators.
You will own the end-to-end relationship for a portfolio of enterprise accounts, serving as the day-to-day strategic partner for senior real estate and workplace leaders at large enterprises. Your responsibilities span three core areas:
**Time-to-Value & Implementation:** Own the path from signed contract through first meaningful customer outcome. Build success plans that connect customer goals, stakeholders, milestones, and success metrics. Actively manage implementation timelines, identify stalled progress early, and establish clear ownership across Trebellar and customer teams to prevent decisions from lingering.
**Product Adoption & Workflow Maturity:** Understand how each customer's real estate team plans, reports, and makes decisions, then embed Trebellar into those workflows. Use product usage data to identify underutilization and gaps. Lead enablement through trainings, working sessions, and best-practice content. Help customers connect platform activity to business outcomes, not just feature adoption.
**Account Health, Retention & Renewal:** Establish and maintain an account health model combining product usage, relationship signals, customer goals, open issues, and renewal timing. Identify risk early and lead clear plans to address it. Keep account history and decisions visible to the broader team. Make renewal readiness an ongoing part of account management.
**Executive Partnership & Expansion:** Run structured reviews with senior stakeholders connecting Trebellar's work to business outcomes. Identify additional use cases within existing accounts. Partner with AEs on expansion conversations. Help define how Customer Success and Sales work together as the company scales.
**Voice of the Customer:** Deliver structured feedback to Product and Engineering based on patterns across accounts. Represent customers in product planning with clear context on underlying problems and impact. Review customer-facing release notes. Surface recurring customer needs and adoption barriers.
This is a builder role where foundational systems and habits for Customer Success are still being shaped. You'll need strong judgment about where to focus, when to bring others in, and how to balance immediate customer needs with creating a scalable function.
**Success Milestones:**
- First 90 days: Build context on the customer portfolio, take ownership of active relationships, and develop a point of view on success planning, account health, onboarding, and customer feedback.
- First 4-6 months: Test and refine practices across the portfolio, create clearer ownership, improve visibility into risk, strengthen customer conversations, and support expansion opportunities.
- Ongoing: Turn what works into a repeatable Customer Success approach with better visibility into customer goals, account health, renewal readiness, and value-deepening opportunities.
**Requirements:**
- 4 to 7 years of Customer Success experience, including meaningful time at a startup
- Experience owning enterprise account health end-to-end (onboarding, adoption, renewal, expansion) with clear outcomes you can articulate
- Track record of building success plans around customer goals and adoption milestones rather than generic check-in cadences
- Comfort using product and usage data to determine focus areas, stakeholders to engage, and actions to take
- Experience identifying customer risk early and creating momentum around retention or expansion
- Strong executive presence and ability to run structured conversations with VPs and senior real estate leaders at Fortune 500 companies
- Experience partnering with Sales on renewals and expansion, with sound judgment about when to lead, support, or hand off
- Comfort working in ambiguity, creating structure where needed, and improving approach as the company learns
- Strong written communication and ability to turn complex customer context into clear internal recommendations
- Genuine curiosity about commercial real estate (domain knowledge can be taught; curiosity cannot)
