Director of Customer Success, North America

Trackunit is looking for an experienced and strategic Director of Customer Success to build, nurture and grow our existing Strategic Customer Success (CS) team. The team currently oversees a portfolio of our largest strategic accounts and works with industry leading companies to eliminate downtime on construction sites.

Our mission is to create unprecedented customer value so they will keep growing with us for years and years to come and this is your opportunity to supercharge our efforts and leave a mark on the world. This role will be responsible for making key strategic and operational decisions, as well as handling escalations and participating in meetings with key customers that require special attention.

Trackunit is a company that is always evolving, and we expect you to be a forward-thinking innovator with a strong bias towards action. You need to bring in the knowledge and the vision that will help position Trackunit as market leader when it comes to helping our customers succeed with data and technology investments.

Through the past two decades, Trackunit has been pushing the digitalization within construction. Today, Trackunit is not only a leading IoT provider but a thought leader within construction setting the agenda for the entire industry. By continuously challenging the status quo, Trackunit is determined to eliminate downtime.

The question is: Are you in?

Responsibilities:

• Leading a team of fun and down to earth Customer Success Professionals primarily in North America.
• Executing on Trackunit’s CS strategy in North America through setting and delivering on Objectives and Key Results (OKRs)
• Participating in setting the overall vision and strategic plan for our CS organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and retention improvements
• Collaborating with cross-functional teams to identify and pursue customer growth opportunities
• Driving customer lifetime value by:
  • building repeatable playbooks around critical points in the customer journey;
  • deploying programs to help drive business value with customers, and
  • driving customer goal achievement, new features, and new use-cases
• Representing the voice of the customer and working closely with Product Management on being customer centric in all product decisions

Skills and traits:

• A true love for customers and the customer success profession
• A strong bias towards action
• Consultative mindset combined with an ability to set and deliver on a future vision
• Proven track record in cross functional collaboration to find the best solutions to complex problems
• Strong communicator with a business-oriented mindset and a solid understanding of strategic decision making
• Proven leadership, coaching and mentoring skills
• Passionate about helping customers, colleagues, and team members succeed

Preferred Experience:

• 10+ years of experience in customer success, professional services or consulting. Sales experience will also be considered.
• Proven experience and success in a leadership role, preferably in a fast growing SaaS company
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• Having built (or redesigned) a customer success organization from the ground up in a B2B SaaS context is a strong plus
• International experience with the ability to interact with a diverse group

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.

What’s in it for you?

• A place in an agile growth SaaS business, with possibilities to grow internally in the company.
• 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.
• Continual learning of emerging technologies and industry trends and focus on personal and professional development.
• All of our colleagues at Trackunit play a huge part in achieving our purpose and delivering on our goals. Because of that, we invite you to participate in the Trackunit Incentive Program, which is a unique opportunity for you to take part in the financial success of Trackunit. You will be awarded shares that will be paid out by the time of an exit or IPO of Trackunit.

Our hiring process

• Virtual meet and greet. Meet with the VP of Customer Success, Strategic and a colleague from our People & Talents team.
• 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 colleagues from across Trackunit.
• 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.
• 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!

A scale-up with a start-up mentality

We perform at our best in an agile and autonomous environment where we influence our own development and technological development. We embrace the idea of working remotely and in the environments that optimizes your work in the best way. In many ways Trackunit act as a startup company with short communication lines and plenty of room for the employees to influence their job and responsibilities. You’ll be working in a rapidly growing international company with a culture reflecting the fun, informal, and innovative approaches to work-life balance.

 

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.

Application deadline: Ongoing


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