We are looking for an engaged Scaled Customer Success Manager to join our newly established Scaled CS team. If you are a capable relationship builder, who is motivated to deliver a quality customer experience at scale through digital means, this role could be for you!

With locations in the hearts of Copenhagen, Kolding, Aarhus and Aalborg, we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Denmark. No relocation assistance is offered for this position.

What’s in it for you?

• You will join a small, newly-established function that works across the entire business. Being a new team, you will get a lot of opportunities to shape the strategy and best-practices of the team. 
• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are growing rapidly, so fasten your seat belt and prepare to adjust as needed. Back in 2020 we were 150 employees at Trackunit and we have just passed 400 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 are committed to creating and contributing to an inclusive workplace. And this effort 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?

• Technology-Skilled: Skilled in customer success platforms (e.g. Planhat, Gainsight, Vitally, or Totango) and proficiency in CRM tools (e.g. Intercom, Salesforce, or HubSpot).
• Communication: Effective communication and presentation skills, including creating video tutorials or hosting workshops/webinars.
• Data-driven mindset with an ability to interpret customer usage data and generate insights.
• Coordination: Ability to balance multiple customers simultaneously in an active, high-volume environment.
• Collaborate: Curious and thrives in an international, vibrant environment where everyone wants to collaborate and share ideas
• Initiative: An engaged team participant, who works well as a team and takes on all tasks with true commitment
• Growth Mindset: Someone looking to grow in their career and build a strong foundational understanding of products, customers and the industry.
• German and English Proficiency: You will be covering German-speaking customers and we therefore need you to be proficient in German and English.

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

Primary responsibilities:

• Customer Onboarding: Design scalable programs for customer understanding and adoption; create automated sessions, webinars, and self-service resources.
• Customer Engagement and Adoption: Monitor usage trends, address adoption gaps, and deliver automated touchpoints (emails, notifications, videos) and workshops.
• Success Planning and Enablement: Develop tailored success plans; work with Scaled CX team to create self-service content like tutorials, FAQs, and articles.
• Customer Retention and Growth: Identify churn risks, re-engage at-risk customers, spot upsell opportunities, and provide recommendations for maximizing product value.
• Customer Support Liaison: Relay customer feedback to internal teams and escalate issues while offering product guidance.
• Metrics and Reporting: Track KPIs (e.g. WAU, MAU, Customer Health Score) and use analytics to refine processes.
• Internal Collaboration: Align with sales, marketing, product, and support teams to develop scalable customer playbooks and communication strategies.

Our hiring process

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

• Virtual meet and greet! Meet with Rasmus Lindblad, who is your potential new leader, and probably some colleagues from the team as well. 
• Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. There are no correct answers and no "truth" - the aim is a dialogue about the results and Trackunit’s culture, so you’ll get to know us better as well.
• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or activities 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.
• Offer presentation and walk-through. We’re lucky to have you!

Coming Together To Connect Construction 

We’re committed to construction - one of the largest industries in the world. Over the past two decades, Trackunit has been pioneering technological progress within construction. Today, we are not only a leading IoT provider but a thought leader, supporting and shaping the agenda for an entire industry on a global scale.

We believe in taking a people approach in everything we do. Being human-centric is not restricted to our products – it’s a way of life at Trackunit. We’re proud to be a truly global team. Our colleagues get together in hubs spread across the globe, but we embrace the idea of working remotely and in environments that inspire you. Everything we do, we do it to eliminate downtime and build the most useful industry for the world.

The question is: Are you in?