Job Description
About the Role At Track3D, we’re building the technology stack that is reshaping how the world’s most complex construction projects get delivered. We’re looking for a Customer Success Manager who has lived the realities of a jobsite and is now passionate about helping construction companies and the people on the ground unlock the full value of construction technology. This role is purpose-built for someone who came up through construction (as a Project Manager, Superintendent, Project Engineer, or similar field-based role), and has since moved into - or wants to commit their career to - the construction tech ecosystem . You understand the pressure of a schedule slip, the politics of an OAC meeting, and why a foreman doesn’t have time for a 30-minute training. You also believe technology, used well, is one of the highest-leverage ways to improve how the industry delivers projects. You’ll own the success of a portfolio of construction company customers, building trusted relationships from the C-suite to the trailer, and ensuring our customers achieve measurable business outcomes not just “logins.” This is a Value-First role: your North Star is ROI realized, not tickets closed. Expect regular travel to active jobsites. The most influential CSMs at Track3D earn their credibility by walking the project, sitting in coordination meetings, and solving real problems alongside the field - not by managing the relationship from a conference room. Why This Role Matters Construction is one of the largest, most under-digitized industries on the planet. The CSMs who succeed here aren’t just “account managers” - they are change agents helping GCs, owners, and subcontractors adopt technology that materially changes how they build. If you want a long-term career at the intersection of construction and software - helping shape how an entire industry modernizes - this is one of the best seats in the house. What You’ll Own 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. How You’ll Be Measured Net Revenue Retention (NRR) and Gross Retention across your book of business Time-to-Value on new project rollouts (days to first measurable customer outcome) Customer Health product adoption, executive engagement, and verified ROI against the customer’s success plan Advocacy number of named champions, references, case studies, and speaking opportunities sourced Expansion-ready accounts qualified expansion opportunities surfaced and handed off to Sa