---
title: 'Enterprise Customer Success Manager at Probook'
canonical: 'https://feeny.ai/job/enterprise-customer-success-manager-probook-manhattan-6zvabj1xgfzk'
type: 'job'
last_seen: '2026-09-09'
---

# Enterprise Customer Success Manager at Probook

- **Company:** Probook
- **Location:** Manhattan, NY
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-07-10
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/probook/d17931c1-09cd-45dd-9faa-aaf855996bc4

## Job description

## ABOUT PROBOOK

Probook is the AI Operating System for the home services industry and is backed by two of the top VC's in the world (Sequoia & a16z)

Our impact is real. Dispatching the right technician to the right job can mean the difference between a $300 "band-aid" fix and a $20,000 system replacement. By automating previously high-touch workflows around-the-clock, Probook ensures a consistent customer experience without the need for 24/7 live staffing. We unify our customers' processes into a single, scalable platform, giving businesses one place to run their entire dispatch operation.

## The Role

You will carry a portfolio of Probook's highest-ACV accounts and own their success — from post-deployment through renewal and expansion. You drive outcomes, not just relationships. GRR, NRR, and expansion are your numbers to hit.

## Who You Are

- An operator first: You run your book like a business. You track health scores, flag churn risk before it surfaces, and hold customers accountable to the outcomes they signed up for.
- Commercially sharp: You spot expansion opportunities naturally, build airtight business cases, and are comfortable asking for the renewal.
- A strong executor: You manage a portfolio of complex, multi-stakeholder accounts without dropping anything. Your project management and follow-through skills are airtight.
- Direct and confident: You communicate clearly and concisely with executives, operators, and economic buyers alike. You deliver hard messages without hedging and earn trust through follow-through, not warmth.
- Low ego, high output: No task is beneath you. You do whatever it takes to make your accounts successful.

## What You Will Own

- A portfolio of Probook's largest and most strategic accounts, with full ownership of GRR, NRR, and expansion targets
- The full post-launch relationship: Go-Live through renewal, including QBRs, health checks, escalation management, and expansion plays
- Cross-functional accountability: work directly with Deployment, Product, and Leadership to surface customer feedback, resolve blockers, and close product gaps that affect retention

## Requirements

- NYC-based
- 5-7+ years in B2B SaaS Customer Success with a 3M+ book of business
- Startup experience is needed unless you can prove you have built playbooks 0-1 (Series A–D)
- Demonstrated ownership of enterprise/strategic accounts (10-30 clients max)
- Experience managing multi-stakeholder accounts with 3+ decision makers or business units
- Vertical SaaS OR field operations software OR Home services industry experience is a plus, though by no means required

Why Join Probook?

- The Tailwinds: $700B industry with clear tailwinds: AI adoption, labor shortages, and generational transitions creating demand for operational modernization. We are defining the category, not fighting for share.
- The Traction: $XXM ARR in 18 months. Product-market fit proven; now we're scaling.
- Funding: $40M raised from Sequoia and Andreessen Horowitz
- The Team: >60 people, our founding team comes from the space and has spent thousands of days onsite with our customers. We live the space. We're also becoming one of the most talent-dense start-ups in NYC (MIT, Harvard, UPenn M&T, Waterloo, Citadel, Palantir).
- The Greenfield Ownership: You own the outcomes, not just the relationships. And we have a lot of strategic accounts that need owning.

## Compensation & Benefits

- Equity: Meaningful early-stage equity
- Base Salary: $160,000 - $200,000 OTE
- Health: Comprehensive medical, dental, and vision
- Perks: $500 monthly Ramp card for commuting, meals, gym, etc. (plus $25 in nightly meal delivery credit) and really good office snacks
- Access: Direct access to world-class investors and advisors

## About Probook

## Company Overview
- **One-liner**: Probook builds an AI-powered operating system for home services companies, automating dispatch, lead management, and customer communication to help trades businesses scale.
- **Entity Type**: Private (raised $40M Series A)
- **Headquarters**: New York, NY, United States
- **Founded**: 2022
- **Founders**: Ben Cervantez (Co-Founder), George Eliadis (Co-Founder & CEO), Lewis Zhang (Co-Founder & CTO)

## Core Business
- **Primary industry**: Home Services Software / AI / Vertical SaaS
- **Target customers**: Home services companies (HVAC, plumbing, electrical, pressure washing, etc.) — primarily mid-market and enterprise operators with multiple locations and large dispatch teams
- **Mission or purpose statement**: Built by the trades, for the trades — to solve the hardest operational problems in home services with AI.

## Products & Services
- **Probook AI Operating System**: An all-in-one platform that automates dispatch, lead capture, outbound booking, and customer communication. Key features include:
  - **AI Dispatch**: Automatically matches technicians to jobs based on skills, location, and history; forecasts ETAs.
  - **Lead Capture & Chat Automation**: Handles 90% of customer chats automatically, capturing every lead from voice calls and web.
  - **Outbound Booking**: Automatically fills the board by working unsold estimates and outbounding to past customers.
  - **Full Context CRM**: All customer interactions in one place, with full history checks before jobs hit the board.
  - **Integrations**: Works natively with ServiceTitan and other industry tools.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: Raised **$40M** in funding from Sequoia Capital and Andreessen Horowitz (a16z) — announced on their homepage.
- **Notable Investors/Partners**: Sequoia Capital, Andreessen Horowitz (a16z)
- **Growth Signals**:
  - 3,518 LinkedIn followers (+2.8% monthly growth)
  - Website traffic: ~10,906 monthly visits (+5.2% monthly, +202.9% yearly)
  - Customer results cited: 20%+ increase in average ticket, 82% true booking rate, 22 → 10 dispatchers, 15,000+ calls/month handled
  - Describes itself as "the fastest-growing AI startup in New York"
  - Backed by two of the most prestigious VC firms in the world

## Competitive Advantages
- **Domain expertise**: Founders grew up in the trades; CEO George Eliadis ran a pressure washing business for 6 years. The team "came up in the trades" and deploys in person, configuring alongside customers.
- **Talent density**: Engineering team includes multiple ICPC World Finalists and IMO Gold Medalists — described as "more talent-dense than early Ramp."
- **GTM/CS expertise**: Leadership from Procore, Zocdoc, and other vertical SaaS leaders.
- **Focus on dispatch as the core**: Unlike other AI vendors, Probook is built around dispatch — the operational heart of home services — making it uniquely sticky.

## Strategic Focus
- **Category creation**: Building the "AI operating system for home services" — a new category-defining product.
- **Vertical depth**: Deep integration with existing tools (ServiceTitan) and workflows, rather than a horizontal AI play.
- **Scaling the team**: Actively hiring across engineering, sales, customer success, and operations to fuel rapid growth.
- **In-person deployment**: Hands-on, high-touch implementation to ensure outcomes — "stay on the hook for the results we sell."

## Why Work Here
- **Culture**: Described as a "small, cracked team" with diverse professional backgrounds. The company emphasizes working on "harder and more real" problems than quant or big tech.
- **Talent density**: Opportunity to work alongside world-class engineers (ICPC finalists, IMO gold medalists) and operators from top vertical SaaS companies.
- **Impact**: Early-stage startup with a clear product-market fit and massive market opportunity — employees can have outsized influence.
- **Location**: Based in New York City (office in NYC). Roles are listed as full-time and in-office (New York).
- **Perks/Notable**: Backed by Sequoia and a16z; strong engineering culture; focus on solving real problems for real businesses.
- **Open roles** (as of latest data): Founding Design Engineer, Senior Software Engineer, Staff Software Engineer, Sales Development Representative, Head of Implementation, Enterprise Customer Success Manager, FDE, Founders Associate, Business Operations Lead, Founding GTM Recruiter, Enterprise Account Executive, Solutions Consultant, Executive Assistant, Head of Talent.

## Sources
1. [probook.ai](https://www.probook.ai/)
2. [probook.ai/company](https://www.probook.ai/company)
3. [probook.ai/careers](https://www.probook.ai/careers)
4. [jobs.ashbyhq.com/probook](https://jobs.ashbyhq.com/probook)
5. [linkedin.com/company/probook-ai](https://www.linkedin.com/company/probook-ai)

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