Job description

About Trackunit

Trackunit is a rapidly expanding global company delivering IoT solutions tailored to the construction industry, one of the least digitized and productive sectors. Operating internationally with multiple offices, Trackunit focuses on linking machines, people, and systems through digital innovations.

Role Overview

We are seeking a Scaled Customer Success Manager to take ownership of a broad and growing portfolio of construction and rental client accounts. The role emphasizes a data-driven and systematized approach to account management, maintaining consistent engagement through structured processes. Collaboration with Key Account Managers and Technical Account Managers is crucial for addressing commercial and technical needs.

Location: Remote within North America

Travel: Occasional travel for team gatherings or select customer and company events

Compensation and Benefits

The base salary for this position ranges from $70,000 to $90,000 annually, contingent on experience and qualifications. Performance-based progression within this range is possible. Additional benefits include health plans, retirement savings options, flexible remote work arrangements, and comprehensive IT equipment support to optimize your work setup.

Professional Development and Culture

Dynamic SaaS environment with rapid internal growth opportunities
International and inclusive workplace culture with frequent cross-team interactions
Commitment to employee development through training, coaching, mindfulness, and an open feedback ethos
Genuine flexibility in work structure allowing personalization of routines and needs
Dedication to diversity, equity, and inclusion, with hiring practices based solely on merit and qualifications

Qualifications and Skills

1 to 4 years' experience in Customer Success, Account Management, or related customer-facing roles, preferably in SaaS and managing multiple accounts
Familiarity with the construction, rental, or heavy equipment sectors is advantageous but not mandatory; industry training will be provided
Spanish language proficiency is a benefit but not required
Comfortable analyzing data trends and usage signals proactively to prevent churn
Ability to create structured frameworks like segmentation, cadences, and playbooks independently
Experience with Planhat, Salesforce, or similar CRM/CS tools is beneficial
Self-motivated, capable of identifying healthy account indicators without explicit guidance and flagging potential issues
Adaptable multitasking across numerous accounts and diverse challenges without compromising quality
Strong communication skills for conducting calls and providing concise follow-ups
Customer-centric mindset focused on business outcomes rather than just metrics

Primary Responsibilities

Manage portfolio renewal health and retention through consistent, proactive outreach and structured engagement
Monitor product adoption and usage to identify stalled accounts early
Use quantitative data and direct feedback to assess customer health and identify expansion opportunities for handover
Detect risk early, devise recovery plans, and escalate issues as necessary
Collaborate with Key Account and Technical Account Managers to align commercial and technical efforts
Maintain up-to-date customer records and success plans in Planhat
Achieve product proficiency within six months through a structured onboarding process

Recruitment Process

Initial screen call with People & Talent team
Virtual meeting with the hiring manager
Role-specific assignment and presentation to relevant team members
Potential reference and background checks
Offer presentation and onboarding

Diversity and Accommodation

Trackunit is an equal opportunity employer that does not discriminate based on legally protected characteristics. Reasonable accommodations are provided to qualified individuals with disabilities upon request.