Customer Success Manager – Mid-Market

Customer Success Manager – Mid-Market

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We are looking for a customer-focused Customer Success Manager to help our Mid-Market customers achieve measurable business outcomes through Trackunit’s products and services. Reporting to the Director / Senior Director of Customer Success, EMEA, you will own a defined customer portfolio, driving adoption, value realisation, expansion, and retention through proactive, structured, and data-driven engagement.

You will take responsibility for the end-to-end customer relationship and customer success plan, working closely with Sales to identify and progress Customer Success Qualified Leads (CSQLs). You will also drive IrisX credit consumption by positioning relevant use cases, tracking usage, and addressing adoption gaps.

Based in EMEA, with a flexible working setup, this is a Level 2 individual contributor role with no people management responsibility. You will operate with moderate autonomy, supported by senior Customer Success colleagues.

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 and we have just passed 480 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 outspoken feedback culture to help you 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 commitment 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?

• You bring 3–6 years of experience in Customer Success, Account Management, or a similar customer-facing role.

• You have proven experience managing a portfolio of customers and driving product adoption and retention.

• You have a demonstrated track record of using CRM systems to plan customer engagements and prioritise your portfolio.

• You have a solid understanding of SaaS business models, customer health, and renewal processes.

• You take ownership of customer outcomes and act as a strong customer advocate.

• You can manage priorities across multiple customers, combining data-informed decision-making with structured execution.

• You communicate clearly and confidently with operational stakeholders, mid-level managers, senior sponsors, and C-level executives, adapting your approach to support advisory and increasingly strategic conversations.

• You collaborate effectively across functions and are comfortable working closely with Sales, Support, Implementation, and Product.

• You manage a range of customer scenarios independently using established playbooks, resolve common challenges, and recognise when complex, high-risk, or non-standard situations require escalation.

• You continuously improve your approach through feedback, data, and best practices.

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:

• Own your Mid-Market portfolio: Manage end-to-end customer engagement across assigned accounts, including onboarding alignment, adoption, value realisation, and renewal readiness.

• Develop and execute customer success plans: Align customer goals with Trackunit’s value drivers, define measurable outcomes, and maintain clear actions that connect adoption and value to business impact.

• Drive product adoption and IrisX credit consumption: Position relevant use cases, track usage against defined targets, identify adoption gaps, and proactively help customers increase the value they gain from our solutions.

• Identify and progress CSQLs: Connect customer value realisation to expansion opportunities and work closely with Sales to progress qualified leads into commercial outcomes.

• Monitor customer health and protect retention: Identify risks early, proactively mitigate downsell and churn, and ensure active risks have a defined mitigation plan and clear next steps.

• Lead customer reviews and success discussions: Prepare and lead quarterly business reviews, outcome reviews, and executive touchpoints, alongside operational adoption sessions, follow-ups, and enablement discussions.

• Build relationships across customer organisations: Engage regularly with operational and mid-level stakeholders while independently leading strategic conversations with senior stakeholders, C-level executives, and sponsors.

• Maintain disciplined CRM practices: Use Planhat as the system of record to document customer engagements, maintain success plans, monitor health indicators, plan lifecycle activities, and record priorities and next steps.

• Work across teams: Partner with Sales, Support, Implementation, and Product to resolve challenges, support retention, and identify expansion opportunities.

• Plan and prioritise independently: Make engagement and portfolio prioritisation decisions based on customer health and value potential, escalating complex or high-risk situations appropriately.

Success in this role means owning a portfolio with no surprises: customer health is predictable, risks are mitigated early, and renewals are proactively managed. You execute high-quality success plans, grow IrisX credit consumption, contribute strong expansion opportunities, and maintain clear, actionable information in Planhat.

Your impact will be measured through:

• Customer health and retention: Portfolio health scores, customer retention, reduced subscription churn, mitigation of full account churn, and the number of active risks without a defined mitigation plan or next steps.

• Adoption, value, and consumption: Product adoption, IrisX credit consumption against targets, the number of active value outcomes per customer, and the number of successfully executed customer success plans.

• Expansion and growth enablement: The number of CSQLs identified and progressed in partnership with Sales.

• Engagement quality and depth: The number of strategic and operational customer engagements conducted, together with the number of active customer stakeholders engaged per account.

Our hiring process

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

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

• Virtual meet and greet. Meet with the hiring manager to explore your experience, motivations, and the opportunity.

• Team interview. We want you to get an insight into some of the concrete work tasks or challenges related to the role. You will be discussing cases during the interview together with 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 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?