At a Glance
- Tasks: Help Mid-Market customers succeed with Trackunit’s products and services.
- Company: Join a fast-growing SaaS company committed to innovation and inclusivity.
- Benefits: Flexible working, personal development support, and a vibrant international culture.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Make a real impact by driving customer success and product adoption.
- Qualifications: 3-6 years in Customer Success or Account Management, with strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
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.
- 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.
- 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.
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.
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.
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.
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.
- 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.
Customer Success Manager - Mid-Market in London employer: Trackunit
Trackunit fosters a collaborative work culture that emphasizes flexibility and innovation. Employees have the opportunity to work on meaningful projects that contribute to the digital transformation of the construction industry. The company supports professional development and encourages team collaboration across various regions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Mid-Market in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trackunit. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trackunit before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Mid-Market in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trackunit:Your cover letter is your chance to shine! Tell us why you want to work at Trackunit specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trackunit!
How to prepare for a job interview at Trackunit
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
