Customer Success Manager (HID:0261)

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 Scaled Customer Success Manager to own a large, growing portfolio of construction and rental accounts through a structured, data-driven engagement model. This is a role for someone who thrives on organization and pattern-spotting — building the cadences, triggers, and playbooks that keep every account in a large portfolio healthy and cared for. You'll partner closely with a Key Account Manager on commercial conversations and a Technical Account Manager on technical depth whenever an account needs it.

• Location: Remote, North America.

• Travel: Occasional travel for team offsites or select customer/company events.

This position is currently open at Trackunit. The base salary range for this role is $75,000–$95,000 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?

Experience

• 1–4 years of experience in Customer Success, Account Management, or another customer-facing role — ideally in SaaS, and ideally somewhere you managed a broad portfolio of accounts.

• Construction, rental, or heavy-equipment experience is a plus, but not required — we'll train you on the industry and the product.

• Spanish language fluency is a plus, not a requirement.

Data, Structure & Organization

• Genuinely comfortable with data — you can spot a trend or a risk signal in usage data before it becomes a churn conversation, not just react once a customer tells you.

• You bring structure to ambiguity given a large, varied portfolio, you build the system (segmentation, cadence, playbook) rather than waiting for one to be handed to you.

• Experience with Planhat, Salesforce, or a comparable CS/CRM platform is a plus.

How you operate

• Initiative-driven. You don't wait to be told what a healthy account looks like — you figure it out and act, and you flag what you see even when it wasn't explicitly asked for.

• Comfortable switching context constantly — moving between dozens of accounts, priorities, and problem types in a day without losing quality or dropping things.

• Strong written and verbal communication — you can run a structured call and write a clear, concise follow-up.

• Customer-obsessed: genuinely curious about the customer's business and outcomes, not just the health score.

Don't meet every single requirement? No worries. This is what we're looking for ideally, but if you're excited about the role and believe you'd be a great fit, we encourage you to apply even if your experience doesn't line up with every point above.

Primary responsibilities:

Portfolio Health at Scale

• Own renewal health and retention across your portfolio using structured cadences, triggers, and targeted outreach — engagement that's consistent and proactive across every account, not just the loudest ones.

• Monitor product adoption and usage trends across the portfolio to spot accounts stalling before it becomes a bigger problem.

Customer Insight & Voice of Customer

• Track customer health using a blend of quantitative signals (usage and adoption data) and direct customer feedback.

• Identify and qualify expansion opportunities and hand them off to the right commercial owner.

Risk & Escalation

• Run risk monitoring and mitigation across the portfolio: flag at-risk accounts early, build a recovery plan, and know when to escalate.

Cross-Functional Partnership

• Partner with Key Account Managers on commercial conversations and Technical Account Managers on technical depth, escalating and looping in the right owner at the right time.

• Keep Planhat, our system of record for customer health, success plans, and value outcomes, accurate and current across your entire portfolio.

Product Fluency

• Get fully hands-on in Trackunit Manager (alerts, sites, reports, and the rest of the platform) within your first 6 months, backed by a structured onboarding plan.

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.

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

• Virtual meet and greet. Meet with the hiring manager

• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or projects related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you’ll also work closely with in the job.

• If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.

• Offer presentation and walk-through. 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.