Customer Success Manager (HID:0261)

Trackunit•London, ON

41d•$70,000 - $90,000•Remote

About The Position

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're looking for a Scaled Customer Success Manager to own a large, growing portfolio of construction and rental accounts through a structured, data-driven engagement model. This is a role for someone who thrives on organization and pattern-spotting — building the cadences, triggers, and playbooks that keep every account in a large portfolio healthy and cared for. You'll partner closely with a Key Account Manager on commercial conversations and a Technical Account Manager on technical depth whenever an account needs it.

Requirements

1–4 years of experience in Customer Success, Account Management, or another customer-facing role — ideally in SaaS, and ideally somewhere you managed a broad portfolio of accounts.
Genuinely comfortable with data — you can spot a trend or a risk signal in usage data before it becomes a churn conversation, not just react once a customer tells you.
You bring structure to ambiguity given a large, varied portfolio, you build the system (segmentation, cadence, playbook) rather than waiting for one to be handed to you.
Initiative-driven. You don't wait to be told what a healthy account looks like — you figure it out and act, and you flag what you see even when it wasn't explicitly asked for.
Comfortable switching context constantly — moving between dozens of accounts, priorities, and problem types in a day without losing quality or dropping things.
Strong written and verbal communication — you can run a structured call and write a clear, concise follow-up.
Customer-obsessed: genuinely curious about the customer's business and outcomes, not just the health score.

Nice To Haves

Construction, rental, or heavy-equipment experience is a plus, but not required — we'll train you on the industry and the product.
Spanish language fluency is a plus, not a requirement.
Experience with Planhat, Salesforce, or a comparable CS/CRM platform is a plus.

Responsibilities

Own renewal health and retention across your portfolio using structured cadences, triggers, and targeted outreach — engagement that's consistent and proactive across every account, not just the loudest ones.
Monitor product adoption and usage trends across the portfolio to spot accounts stalling before it becomes a bigger problem.
Track customer health using a blend of quantitative signals (usage and adoption data) and direct customer feedback.
Identify and qualify expansion opportunities and hand them off to the right commercial owner.
Run risk monitoring and mitigation across the portfolio: flag at-risk accounts early, build a recovery plan, and know when to escalate.
Partner with Key Account Managers on commercial conversations and Technical Account Managers on technical depth, escalating and looping in the right owner at the right time.
Keep Planhat, our system of record for customer health, success plans, and value outcomes, accurate and current across your entire portfolio.
Get fully hands-on in Trackunit Manager (alerts, sites, reports, and the rest of the platform) within your first 6 months, backed by a structured onboarding plan.

Benefits

Possibilities to grow internally in the company.
International environment with regular check-ins and social events across teams, departments and borders.
Support for personal and professional development goals through training, coaching and mindfulness.
Open feedback culture to enable you to identify your strengths and opportunities.
Flexible setup and belief that you best can structure how your routines look like.
IT equipment needed for your work.
Remote work policy.
Health benefits.
Retirement savings.
Other rewards.