Customer Success Manager

Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least digitalized industry of all. This lack of digitalization has left construction far behind a global economy on the rise and placed the industry as one of the least productive industries too.

We're looking for a high-impact Customer Success Manager to lead and grow a portfolio of enterprise accounts within our rental and contractor segment. This role is built for a hands-on leader who bridges the gap between high-level strategy and tactical execution. You will be the primary post-sales owner, driving adoption, value realization, and long-term partnerships. This is a role for someone who loves to solve complex problems and "gets their hands dirty" to ensure customer progress never stalls.

With locations in the hearts of London, ON and Kitchener, ON we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Ontario. No relocation assistance is offered for this position.

• Location: Remote, North America (Ontario, Canada – East Coast hours preferred).

• Travel: 20–25% for customer workshops and key lifecycle moments.

With locations in the hearts of London, ON and Kitchener, ON we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Ontario. No relocation assistance is offered for this position.

This position is currently open at Trackunit. The base salary hiring range for this role is $80,000–$100,000 per year, depending on experience and qualifications.

Once in the role, successful candidates will have the opportunity to progress through the full salary range based on performance and development over time. This range reflects base salary only and does not include additional elements of our total rewards offering, such as our remote work policy, health benefits, retirement savings, and other rewards.

What’s in it for you?

• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.

• International environment with regular check-ins and social events across teams, departments and borders.

• We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an open feedback culture to enable you to identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.

• Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.

• Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace. And this priority starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here. 

Who are you ideally?

• Experienced: 5+ years of experience in Customer Success or Account Management within a SaaS environment.

• Enterprise-Ready: Proven track record of managing complex enterprise customers and engaging with executive-level stakeholders.

• Outcome-Oriented: Ability to translate technical or product concepts into measurable business value for customers.

• Execution-Minded: Strong problem-solving skills with a bias toward action and follow-through in fast-paced environments.

• Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent practical experience).

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.

Primary responsibilities:

• Strategic Portfolio Ownership: Own the full post-sales lifecycle for enterprise rental and contractor accounts, serving as the primary point of accountability for their success.

• Value & Adoption Leadership: Translate customer business goals into clear success plans and drive platform adoption through hands-on guidance and best practices.

• Renewal & Growth: Ensure renewal readiness by documenting value delivery; partner with Commercial teams to identify and qualify expansion opportunities.

• Cross-Functional Advocacy: Coordinate with Product, Support, and Technical Account Management (TAM) to resolve blockers and ensure the customer's voice informs our roadmap.

• Operational Excellence: Maintain accurate success plans and data-driven insights in our CRM to track health and inform strategic decisions.

• Travel: Willingness to travel up to 20-25% for on-site workshops and key customer milestones

Our hiring process

Don't waste your time on writing the best possible cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.

1. Initial phone conversation with a colleague from our People & Talent team to get to know each other a bit better.

2. Virtual meet and greet. Meet with the hiring manager

3. Assignment-specific interview. You will prepare a case study to present to the colleagues you’ll work most closely with.

4. Follow up meeting with the hiring manager.

5. Offer presentation. We’re lucky to have you!

The question is: Are you in? 

Trackunit is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

Trackunit also prioritizes providing reasonable accommodations for qualified people with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let our People & Talents team know.