Customer Success Manager, Canada

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 are seeking a strategic and experienced Senior Customer Engagement Manager to ensure success for our enterprise customers. In this significant role, you will be the trusted advisor for global brands, ensuring they fulfill key business objectives through Trackunit’s innovative solutions. With extensive knowledge of Customer Experience, you will diligently oversee adoption, retention, and value realization, ensuring our customers maximize their investment. 

This is a flexible opportunity, allowing you to work remotely from anywhere in the Canada, while making a meaningful difference on a global scale.

 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 fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit.
• We are committed to creating and contributing to an inclusive workplace. We practice what we preach by advocating for female leadership in our organisation and have an internal TIDE (Trackunit Inclusion, Diversity and Equity) community. Creating diversity in the construction industry is a long-term goal and we would be happy to have you support us work towards this company and industry initiative.
• Great development opportunities through training, coaching and mindfulness. We facilitate it through Impact Conversations, where we 1. together shape a learning path every quarter and 2. touch upon your impact on our triple focus; impacting yourself, impacting relations and impacting the organization/strategy.
• Flexibility and hybrid working is not just a cliche 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 in order for you to balance everything in your life. 

Primary responsibilities:  

• Manage enterprise-level customer relationships, ensuring seamless post-sale adoption and value realization.
• Identify customer challenges, translate them into tailored solutions, and create measurable business impact.
• Conduct business reviews and health checks with cross-functional teams to ensure customer experience is in alignment with customer expectations, understanding product usage and use cases, awareness of best practices and customer challenges
• Work closely with senior leadership, marketing, and product teams to optimize customer experience and advocacy.
• Be the customer’s voice within Trackunit, providing insights to refine products and unlock market opportunities.
• Deliver compelling presentations, training, and strategic guidance to enable customers to maximize their investment.
• Leverage data to uncover trends, track KPIs, and promote continuous improvement.
• Build relationships through in-person engagements, with up to 50% travel required.

Who are you ideally?

• 5+ years of experience in Customer Success, Account Management, Sales, or Services within a SaaS company.
• A bachelor’s degree in Business, Marketing, or a related field is required, with a master’s degree preferred.
• Established ability to build meaningful relationships with stakeholders and C-level executives to facilitate business success.
• Effective communication skills with experience presenting technical solutions, establishing goals, and providing data-driven insights.
• Hands-on experience deploying SaaS platforms across enterprise organizations and ensuring long-term customer engagement.
• A capable mindset with the ability to thrive in dynamic environments and respond strategically to evolving customer needs.
• Proficient project management skills with the ability to manage multiple initiatives while working independently and collaboratively.
• Proficiency in CRM tools, data analysis, and customer advocacy to enhance the overall customer experience.
• Ability to travel through the USA up to 50% of your time.

Our hiring process

• Short introduction call with a member of our People & Talent team. 
• Virtual meet and greet. Meet with the Associate Vice President of Customer Success, NA.
• Assignment-specific interview. We want you to get an insight into some of the work tasks related to the role, so you will be given a case to prepare after the initial screening interview. You will present the case to relevant colleagues from across Trackunit, who you’ll also work closely with in the job. 
• Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. There is no correct answers and we are not trying to categorize you - the aim is a dialogue about the results and Trackunit’s culture, so you’ll get to know us better as well. 
• 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!

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 driving 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? 

Read more on www.trackunit.com

Trackunit provides accommodations for applicants with disabilities throughout the recruitment process. Candidates requiring accommodations during the recruitment process are asked to contact the People and Talent team. Information received regarding the accommodation needs of applicants will be addressed confidentially.