Customer Success Manager

3 weeks ago

London, Canada Trackunit Full time

**At Trackunit, we’re committed to construction - one of the largest industries in the world. Through 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. New technology has emerged, and today we know more than ever before. We build the services that enable the construction industry to work smarter together and grow faster together. By continuously challenging the status quo, Trackunit is determined to eliminate downtime.**

**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?**

We are looking for a Customer Success Manager with SaaS experience to proactively drive adoption and ensure ongoing customer satisfaction and retention of a portfolio of assigned enterprise customers. Through close collaboration with our Consulting and Sales team, you will drive the customer's journey forward with strategic planning, best practices, adoption into our new products, and as a trusted advisor.As a Customer Success Manager, your relationship skills are well developed, and you know how to create win/win environments for all parties that you work with. Right now, we are a team of eight Customer Success Managers of different nationalities. As an addition to the team, we are looking for a seasoned and experienced CSM from the SaaS industry to bring knowledge and value to the team by leading the way for our Enterprise customers in the North America region.

**Your responsibilities**:

- Working and collaborating with 5-10 customers within the Enterprise segments to create value-driven output so the customer can realize their business goals through Trackunit.
- Develop a strong partnership with high-end customer stakeholders, channel partners, and executive sponsors to drive product adoption and mitigate risk to renewal.
- Produce and execute a comprehensive adoption path showing the current start, target future state with a timeline, and an underlying Success plan.
- Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and commitment to the customer business and IT sponsors & stakeholders.
- Be the voice of the customer within Trackunit by providing critical feedback to help improve the overall experience of our products and identify market growth opportunities.
- Lead collaborative projects across your customers' organization to help them realize the full value of Trackunits products and services.

**Core KPI’s**:

- Net MRR Growth.
- CSAT and NPS survey scores for account portfolio.
- Customer health scores.
- Customer adoption scores.
- Onboarding of new logos.

**Who are you?**
- You have 5-10 years of working in Customer Success or Strategic Account Management in the SaaS business.
- Experience in leading and taking ownership over large enterprise accounts and working together with the customer as a strategic adviser.
- You are driven by delivering customer value on their terms rather than hitting a certain quota or target.
- You have a proven track record of managing complex projects with several external and internal stakeholders.
- A flair for technology, but you do not necessarily have a degree in engineering.
- An agile mindset - you are excited by changing responsibilities and tasks and are flexible to varying customer interaction and planning.
- You are a people person, and you love working with people on their terms, empathizing, and finding win-win solutions.
- You have a proven track record of identifying and qualifying to upsell opportunities, but you are not necessarily a salesperson by trade.

**What is in it for you?**
- Working with our top-end enterprise customers in the North American market.
- A place in an agile growth SaaS business, with possibilities to grow internally in the company.
- Full product training and high-tech tooling to help you develop personally.
- Great personal development opportunities through i.e. training, coaching, and mindfulness.
- International environment with biweekly check-ins with the whole company.
- Social events across teams/departments regularly

**In your cover letter, please reflect on the following questions and give us your take on**:

- What does customer success means to you?
- What are the key skills required for Enterprise B2B customer success management in your opinion?
- What experience you possess are relevant for this role?

**A scale-up with a start-up mentality**

W

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