Customer Success Manager

Track3D is a company focused on reshaping the construction industry through technology. They are seeking a Customer Success Manager who will build trusted relationships with construction companies, ensuring measurable business outcomes and successful technology adoption on job sites.

Responsibilities:

• Value Realization across your portfolio. Translate Track3D’s capabilities into the business outcomes your customers care about - schedule confidence, fewer punch list items, faster billing, fewer site visits - and quantify the impact
• The customer relationship from the field to the C-suite. Be the trusted advisor for project champions, PMs, and superintendents on active projects - and the executive sponsor for VPs of Operations, VDC leaders, and owners
• Time-to-Value. Onboard new projects and users in a way that gets them to a meaningful first “win” quickly, so adoption sticks before it has a chance to stall
• Champion development. Identify and grow internal champions at every level - from a Super who runs the daily walk to a VP signing the renewal - so Track3D becomes part of how their teams build
• Account health and retention. Monitor leading indicators, surface risk early, and orchestrate the right internal response (delivery, product, exec sponsor) before issues become churn
• Executive Business Reviews. Run high-signal QBRs/EBRs that align on goals, validate ROI against agreed-upon metrics, and surface where the customer can do more
• Expansion as a natural outcome. Create the fertile ground - trust, proven value, visible wins - that lets the Sales team close additional projects, business units, and use cases. You don’t “close the upsell”; you make the upsell inevitable
• Customer voice into Product. Bring structured feedback from real jobsites into roadmap conversations so we keep building what the field actually needs
• Customer Success playbooks. Contribute to and improve the playbooks (onboarding, EBRs, escalation, advocacy) that scale our team from heroics to repeatable excellence
• Advocacy and Success Story Engineering. Spot “signals of success” early and coach customers into case studies, references, and conference talks that compound our brand

Requirements:

• Construction industry experience. 5+ years in a hands-on construction role - Project Manager, Superintendent, Project Engineer, VDC/BIM Coordinator, or similar. You don't have to be in the field today, but you have built buildings
• Construction tech exposure. Currently working at (or actively transitioning into) a construction technology company in a customer-facing capacity - Customer Success, Implementation, Solutions, Adoption, or similar. You're excited to spend the rest of your career helping construction companies leverage technology
• Deep fluency in construction workflows - GC and subcontractor dynamics, OAC meetings, schedule and budget pressure, RFI/submittal/punch flows, and the day-to-day reality of a jobsite trailer
• Stakeholder range. Proven ability to earn credibility with foremen and superintendents in the morning and brief a VP of Operations in the afternoon - without changing who you are
• Outcome orientation. You instinctively reach for ROI, business outcomes, and measurable impact - not feature checklists or activity metrics
• Ownership and judgment. Proactive, independent, fully accountable. You take a customer from idea to execution and find creative paths forward when the playbook runs out
• Communication. Excellent written and verbal communication; able to simplify complex technical concepts, adapt to different cultural and organizational styles, and present confidently in group settings
• Startup readiness. Comfortable with ambiguity and shifting priorities; high agency, strong attention to detail
• Technology fluency. Quick to learn new software and quick to teach it - to people who don't love being taught software
• Travel. Willingness to travel to customer jobsites (~30%)
• Education. Bachelor's degree or equivalent experience in construction management, civil engineering, architecture, or a related field
• Hands-on experience using tools like Procore, Autodesk Construction Cloud, Fieldwire, PlanGrid, Bluebeam, Revit, or Navisworks on real projects
• Prior CSM, Implementation, or Account Management experience at a construction tech / SaaS company
• Experience driving org-wide adoption of new technology at a GC, subcontractor, or owner
• Track record of building public references and case studies with construction customers
• Familiarity with reality capture, 4D scheduling, or progress tracking workflows
• Bilingual (English + Spanish) given the realities of the U.S. construction workforce