Customer Success Manager

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 Sales What We’re Looking For Required 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. Nice to Have 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 Why Track3D Mission with weight. We’re digitizing one of the largest and most consequential industries in the world. A Value-First CS culture. We measure ourselves on outcomes our customers actually feel - not on tickets, ARR alone, or vanity metrics. A defining career chapter. If you came up in construction and want to spend the next decade helping the industry modernize, this is the rare role designed exactly for that arc. Customers worth fighting for. GCs, owners, and subcontractors building the projects that show up on skylines, infrastructure, and energy maps.