Role Overview
We are seeking a highly driven Customer Success Manager (CSM) with deep expertise in commercial construction to drive adoption, expansion, and long-term success for Track3D customers. The ideal candidate has hands-on experience as a VDC Engineer, Assistant Superintendent, or Project Engineer and understands the nuances of construction workflows, challenges, and technology adoption.
The CSM will own customer engagement end-to-end—partnering with executives, project teams, and field personnel to maximize value, drive organization-wide adoption, and expand Track3D’s footprint within customer organizations. This role is critical to scaling Track3D across the enterprise, ensuring customers achieve tangible success and become long-term advocates of our platform.
Key Responsibilities
Own Customer Relationships
- Be the primary point of contact for enterprise accounts, building long-term relationships that drive adoption and success with Track3D.
- Deliver strategic business reviews (QBRs) to showcase value, align with executive stakeholders, and strengthen partnerships.
Drive Adoption and Engagement
- Ensure full integration of Track3D across customer teams, from field operations to leadership, accelerating adoption at scale.
- Act as a trusted advisor, helping customers optimize workflows and leverage AI-driven reality intelligence.
Support Expansion
- Identify opportunities for multi-project and enterprise-wide adoption, helping establish Track3D as a standard within organizations.
- Collaborate with Sales to uncover upsell and expansion opportunities, positioning Track3D as the go-to solution.
Ensure Seamless Implementation
- Partner with cross-functional teams to support smooth onboarding, ensuring customers quickly realize value from Track3D.
- Troubleshoot early-stage roadblocks and provide proactive guidance to keep implementation on track.
Champion the Customer Voice
- Collect and share feedback with Product and Engineering teams to help shape the roadmap based on real-world needs.
- Identify and develop customer success stories and case studies to highlight business impact and drive market influence.
Grow Over Time
- Deepen knowledge of the construction tech landscape and Track3D’s strategic value.Take ownership of complex accounts and enterprise-level initiatives as your expertise and confidence grow.
- Work both remotely and on-site, meeting customers where they are to ensure maximum impact.
What We’re Looking For
- 5+ years of experience in the commercial construction industry—ideally in roles such as VDC Engineer, Assistant Superintendent, or Project Engineer.
- Deep knowledge of construction workflows, processes, and industry challenges must be able to engage with project teams and executives with confidence.
- Strong relationship-building skills with the ability to develop executive-level partnerships and drive organization-wide adoption.
- Proven ability to manage complex enterprise customer relationships, ensuring long-term success and land-and-expand growth.
- Strategic thinking and problem-solving ability able to tailor solutions that maximize value and drive customer success.
- Excellent communication and presentation skills, capable of articulating the impact of AI-driven construction intelligence to technical and non-technical stakeholders.
- Ability to thrive in a high-growth, fast-paced startup environment, managing multiple priorities effectively.
- Experience in customer success, account management, or construction technology sales is a plus.
- Early-stage startup experience is a plus.
Why Join Us?
- Be part of a fast-growing enterprise SaaS startup at the forefront of innovation in construction technology.
- Lead strategic customer relationships own onboarding, drive adoption, and ensure long-term success across enterprise accounts.
- Collaborate closely with U.S. leadership and cross-functional global teams, influencing product development and customer strategy.
- Work directly with top-tier construction companies, helping them achieve measurable impact with reality capture and AI-driven insights.
- Enjoy a remote-first work environment, with opportunities to travel across the U.S. for high-impact customer engagements, industry events, and team offsites.
- Join a customer-first culture where your expertise and leadership play a key role in shaping how the construction industry adopts and scales innovative tech.
About Track3D
At Track3D, we’re building the future of construction monitoring with our Reality Intelligence Platform. By turning real-time visual data into AI-powered insights, we help owners, general contractors, and trade partners track progress, reduce disputes, and accelerate project outcomes.
We are a fast-growing enterprise SaaS startup working with some of the biggest names in the construction industry and we’re just getting started.
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