Customer Success Manager

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 looking for

A high-impact Customer Success Manager to lead and grow a portfolio of enterprise accounts within our rental and contractor segment. This role is built for a hands-on leader who bridges the gap between high-level strategy and tactical execution. You will be the primary post-sales owner, driving adoption, value realization, and long-term partnerships. This is a role for someone who loves to solve complex problems and "gets their hands dirty" to ensure customer progress never stalls.

With locations in the hearts of London, ON and Kitchener, ON we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Ontario. No relocation assistance is offered for this position.

What’s in it for you?

• Agile Growth: A place in a SaaS business that has grown from 150 to 450+ employees since 2020. Prepare to move fast and adjust quickly.

• International Environment: Regular check-ins and social events across teams, departments, and borders.

• Triple Focus Development: We invest in your personal and professional goals by focusing on your impact on yourself, your teams, and the organization’s strategy.

• True Flexibility: Hybrid working isn’t a cliché here. We offer a flexible setup and provide the IT equipment you need to succeed in your chosen routine.

• Turning the Tide (TIDE): We aim to create an inclusive workplace. We do not discriminate and assess candidates solely on qualifications and merit.

Who are you ideally?

• Experienced: 5+ years of experience in Customer Success or Account Management within a SaaS environment.

• Enterprise-Ready: Proven track record of managing complex enterprise customers and engaging with executive-level stakeholders.

• Outcome-Oriented: Ability to translate technical or product concepts into measurable business value for customers.

• Execution-Minded: Strong problem-solving skills with a bias toward action and follow-through in fast-paced environments.

• Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent practical experience).

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

Primary responsibilities:

• Strategic Portfolio Ownership: Own the full post-sales lifecycle for enterprise rental and contractor accounts, serving as the primary point of accountability for their success.

• Value & Adoption Leadership: Translate customer business goals into clear success plans and drive platform adoption through hands-on guidance and best practices.

• Renewal & Growth: Ensure renewal readiness by documenting value delivery; partner with Commercial teams to identify and qualify expansion opportunities.

• Cross-Functional Advocacy: Coordinate with Product, Support, and Technical Account Management (TAM) to resolve blockers and ensure the customer's voice informs our roadmap.

• Operational Excellence: Maintain accurate success plans and data-driven insights in our CRM to track health and inform strategic decisions.

• Travel: Willingness to travel up to 20-25% for on-site workshops and key customer milestones.

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.

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

2. Virtual meet and greet. Meet with the hiring manager.

3. Personality-based interview. You will fill out an online Hogan assessment prior to the interview to help us u