Customer Success & Implementation Manager
This position is based full time in Downtown Toronto or Long Island City NY, with a minimum of 3 days in the office per week.
Full time
Toronto / NYC
Apply Today!
Trestle is growing and we can't wait to have you be a part of the team!
Join us in revolutionizing how the world is built!
At Trestle, we're solving problems that have been entrenched at the intersection of communication and data connectivity in the construction industry for decades. We’re on a mission to improve collaboration and streamline workflows, so projects can be done faster and cost efficiently.
We work hard, are mission driven, and love rising to a challenge. If you are looking to be part of a fast paced environment with lots of growth and want to build something that literally transforms how the world is built, come on down to Trestleland!
The Role
You’ll be Trestle’s first dedicated Customer Success hire and own the full customer journey from signed contract through long-term retention. You will take full ownership of our customer base, and make sure every customer is live, adopted, and seeing measurable value within their first 90 days.
This role has two distinct components that must both be strong:
Implementation:
You own getting customers live. That means configuring accounts, managing data migrations, structuring onboarding plans, and driving adoption until the product is embedded in their workflow.
Engineering Bridge:
You are the primary connector between customers and our engineering team. When a customer has a product request, a bug, or a custom build need, you translate that into clear, prioritized, actionable specs. You don’t just pass tickets, you own the feedback loop end-to-end.
This is an individual contributor role that will eventually build a team. You will be THE customer success function, setting the playbook, running implementation end-to-end, managing renewals, and ensuring the product team always has a clear picture of what customers need.
Responsibilities
Implementation & Onboarding
Own the full implementation process for every new customer — from signed contract through go-live and active adoption.
Design and maintain a repeatable implementation playbook that gets GCs live and using the product within 30 days.
Manage data migrations, account configuration, vendor list setup, and any custom workflow setup required at launch.
Deliver product walkthroughs and training sessions adapted to each customer’s technical comfort level.
Define and track activation milestones: first login, first vendor submission, first compliance review completed.
Serve as the primary liaison between customers and the engineering team for product requests, bug reports, and custom build needs.
Translate customer asks into clearly scoped, prioritized tickets — not just vague requests, but structured specs with context on impact and urgency.
Own the feedback loop: communicate back to customers on timelines, set expectations, and close the loop when work ships.
Triage incoming requests to distinguish what’s a configuration fix, what’s a standard feature request, and what needs a custom build discussion.
Join product planning conversations to advocate for customer priorities and ensure roadmap decisions reflect real field usage.
Build and maintain a living document of customer-driven product insights that the team can reference when making prioritization calls.
Retention & Expansion
Own the health of our current customer base: Shaw, Posillico, M.B. Kahn, Paul Davis, and growing.
Proactively identify customers at risk and act before churn happens — don’t wait for the renewal conversation.
Run quarterly business reviews that demonstrate clear ROI and surface expansion opportunities.
Identify expansion opportunities (additional offices, divisions, use cases) and collaborate with sales to close them.
Manage renewals and work with the CEO on contract structures for growing accounts.
Playbook & Systems
Build and own the CS function from scratch — processes, templates, metrics, and tooling.
Define success metrics for implementation, activation, retention, and NPS.
Set up and maintain customer records, health scores, renewal tracking, and open request status in our CRM.
Create reusable implementation materials, training guides, and support documentation.
Requirements
2–5 years of customer success, implementation, or technical account management experience at a B2B SaaS company.
Experience in construction technology, field services, or a similarly hands-on, operational industry — this is a strong differentiator.
You’ve done real implementation work: configuring software, managing data migrations, setting up accounts, and driving adoption — not just relationship management.
You have a track record of being the go-between for customers and product/engineering teams. You know how to turn a customer complaint into a ticket and a ticket into a shipped feature.
Ability to understand technical product concepts well enough to scope requests and set realistic expectations — you don’t need to be an engineer, but you can’t be afraid of the product.
Track record of managing the full customer lifecycle: implementation, activation, health monitoring, QBRs, and renewals.
Excellent communicator who can earn the trust of a GC superintendent in the field and a VP of Operations in the boardroom.
Comfortable with ambiguity and energized by building something from scratch.
Preferred Qualifications
Prior experience at a construction tech company (Procore, Autodesk Construction Cloud, Levelset, Bridgit, or similar).
Familiarity with vendor management, prequalification, or compliance workflows in construction.
Experience managing a customer base of 5–50 accounts at a seed or Series A company.
Enough technical fluency to read a basic API doc, understand a webhook, or troubleshoot a data import without needing an engineer on the call.
Experience with structured product feedback processes — you’ve written specs, user stories, or requirements docs before.
Ability to speak credibly about construction workflows — bonus if you’ve worked on a job site or with GCs directly.
What Success Looks Like
At 1 Week
You’ve done a full product walkthrough and can navigate every feature without hand-holding.
You’ve reviewed every active customer account and know who is healthy, who is at risk, and who has open product requests.
You’ve shadowed at least one customer call and one engineering planning session.
At 1 Month
You own every active customer relationship. The CEO has stepped back from day-to-day CS and implementation communications.
You’ve taken over the open product request backlog from customers and triaged it with the engineering team.
You’ve delivered an implementation session or QBR independently.
You’ve drafted a v1 implementation playbook and begun systematizing what was previously ad hoc.
At 3 Months and Beyond
Zero surprise churn. Every renewal is visible weeks in advance.
Customer health scores are tracked and accurate. You know where each account stands without digging.
Engineering has a clear, maintained backlog of customer-driven requests with context and priority attached.
You’ve shipped at least one product improvement that came directly from a customer conversation you translated into a spec.
NPS is measurable and moving in the right direction.
You’re actively identifying expansion opportunities within existing accounts and working with sales to close them.
What We Offer
Competitive salary commensurate with experience.
Comprehensive medical, vision, and dental health plans.
Competitive equity options — you’re building this alongside us.
Flexible vacation policy.
Direct access to the CEO and founding team. Your work will be visible and impactful from day one.
A dynamic work environment where you’re building something real, not managing PowerPoint decks.
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Elevate your career as a Senior Software Engineer specializing in full-stack development. Leverage your expertise in Next.js and MySQL to revolutionize construction tech workflows.
In this role, you will be a pivotal member of a dynamic team, implementing cutting-edge web applications. Focus on problem-solving, performance optimization, and mentoring junior developers. You will play a key role in delivering high-quality, scalable solutions that enhance collaboration within the construction industry.
Key Responsibilities:
• Lead design and development using Next.js framework
• Optimize MySQL database performance and design
• Collaborate across teams for full-stack application development
• Participate in architectural discussions and improvements
• Enforce coding standards and best practices
Requirements:
• Extensive experience with Next.js, React, and Typescript
• Strong MySQL skills in database design and query optimization
• Proficient in full-stack development principles
• Solid understanding of web technologies like HTML5 and CSS3
• Familiarity with Agile methodologies and version control systems
Make a significant impact by enhancing application performance and mentoring a talented team.
#J-18808-Ljbffr
Senior Software Engineer - Full Stack (Toronto)
This position is based full time near Downtown Toronto, with a minimum of 3 days in the office per week.
Full time
Toronto, Canada
Apply Today!
Trestle is growing and we can't wait to have you be a part of the team!
Join us in revolutionizing how the world is built!
At Trestle, we're solving problems that have been entrenched at the intersection of communication and data connectivity in the construction industry for decades. We’re on a mission to improve collaboration and streamline workflows, so projects can be done faster and more cost efficiently.
We work hard, are mission driven, and love rising to a challenge. If you are looking to be part of a fast paced environment with lots of growth and want to build something that literally transforms how the world is built, come on down to Trestleland!
As a Senior Software Engineer, you will join a lean and dynamic team dedicated to pushing the boundaries of technology and help build a company that’s revolutionizing the construction world.
Join us to be at the forefront of blending web development with the transformative power of machine learning and artificial intelligence. Apply now for an opportunity to redefine the future of web applications through AI-driven innovation.
This position is based full time in Toronto, Ontario Canada, with 3 days in the office per week.
We are seeking a highly skilled and motivated Senior Engineer with extensive experience in Next.js and MySQL to join our dynamic and innovative team. As a Senior Engineer, you will play a key role in developing and maintaining our cutting-edge web applications, driving technical excellence, and mentoring other team members. You will be responsible for delivering high-quality, scalable, and robust solutions to meet our business requirements.
Responsibilities:
Next.js Development: Lead the design, development, and maintenance of web applications using Next.js framework, ensuring seamless user experiences and optimal performance.
MySQL Expertise: Utilize your deep understanding of MySQL to design efficient database schemas, write complex queries, and optimize database performance.
Full-Stack Development: Collaborate with cross-functional teams to develop full-stack features, integrating front-end components with backend services to deliver end-to-end solutions.
Architectural Design: Participate in architecture discussions and provide valuable insights to enhance system design, scalability, and maintainability.
Code Quality and Best Practices: Enforce coding standards, perform code reviews, and promote best practices to maintain a high level of code quality.
Performance Optimization: Identify performance bottlenecks and implement optimizations to enhance application speed and efficiency.
Security and Data Protection: Ensure the implementation of security best practices and data protection measures to safeguard sensitive information.
Problem Solving: Troubleshoot and resolve complex technical issues, providing innovative solutions to overcome challenges.
Mentorship and Collaboration: Guide and mentor junior developers, fostering a collaborative and supportive team environment.
Continuous Learning: Stay up-to-date with the latest industry trends, technologies, and best practices to drive continuous improvement within the team.
Requirements:
Extensive Next.js Experience: Proven track record of developing web applications using Next.js, React, and Typescript.
Strong MySQL Skills: In-depth knowledge of MySQL, including database design, query optimization, and data modeling.
Full-Stack Proficiency: Solid understanding of full-stack development, with familiarity of RPC and REST APIs.
Web Technologies: Sound knowledge of HTML5, CSS3, and responsive web design principles.
Problem-Solving Abilities: Strong analytical skills and the ability to think critically to solve complex technical challenges.
Team Player: Excellent communication skills and a collaborative mindset to work effectively with cross-functional teams.
Experience with Agile/Scrum: Familiarity with Agile development methodologies and Scrum practices.
Version Control: Experience with version control systems such as Git.
Preferred Qualifications:
Experience with other front-end frameworks (React, Angular, Vue.js).
Knowledge of NoSQL databases (e.g., MongoDB, Redis).
Experience working with queues and service workers.
Familiarity with cloud platforms (AWS, Google Cloud, or Azure).
What success looks like:
At 1 Week:
Understand what our products do, how we work, and what our core values are and deploy your first feature
At 1 Month:
Understand who our customers are and what their pain points are
Spoken to customers first hand to gain an understanding of the unique industry we are building for.
Delivered a major update or feature to production based on customer feedback
At 3 Months and beyond:
Able to identify and address potential areas of improvement in existing products, processes, systems
Fluent with product business metrics and actively associating planned deliverables with “moving the needle”
Familiar with and contributing to product roadmap and KPI discussion
What we offer:
Competitive equity options
Flexible vacation policy
An integral part of building Trestle’s culture and growth
A dynamic work environment where you’ll never be bored!
Commitment to Equal Employment Opportunity:
Trestle is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. This commitment extends to all aspects of the employment relationship, including recruiting, interviewing, selection, hiring, transfers, promotions, training, terminations, working conditions, compensation, and benefits.
Apply Today!
Trestle is growing and we can't wait to have you be a part of the team!
#J-18808-Ljbffr
A dynamic tech company based in Toronto is seeking a Senior Software Engineer. This role focuses on leading the design and development of web applications, particularly using Next.js and MySQL, and requires strong full-stack development skills. The ideal candidate will work in a collaborative environment on innovative projects aimed at revolutionizing the construction industry. The position allows for flexible working arrangements with 3 days in the office per week, inviting you to join a fast-paced team committed to pushing the boundaries of technology. #J-18808-Ljbffr
A construction technology firm in Toronto is seeking a Customer Success & Implementation Manager. This role involves owning the customer journey from contract through retention, driving implementation and managing data migrations. You will communicate with both customers and engineering teams to ensure needs are met and deliver measurable outcomes. The position offers competitive benefits and the chance to directly impact the organization’s growth in a supportive work environment. #J-18808-Ljbffr
Take charge of the customer journey in a pivotal role that blends implementation with strategic client engagement. Focus on maximizing retention and delivering clear value in the construction tech space.
In this unique position, you will own the customer success function and directly influence product uptake and adoption. Your role will encompass everything from setting up customers for success to managing ongoing relationships with engineering. This is an opportunity to be the voice of the customer and leverage feedback to enhance product offerings.
Key Responsibilities:
• Coordinate the end-to-end implementation process for clients
• Develop and customize training programs for varying technical levels
• Act as the primary point of contact for product requests and issues
• Maintain customer health scores and identify risk factors
• Engage with the product team to reflect customer needs in development
Requirements:
• 2–5 years in customer success, technical account management, or implementation
• Familiarity with construction technology processes is a plus
• Hands-on experience with customer onboarding and retention strategies
• Strong analytical skills and attention to detail
• Effective communication with diverse stakeholders
Enhance your career by driving customer success, optimizing onboarding experiences, and translating client feedback into actionable product improvements.
#J-18808-Ljbffr
