Customer Success Manager - May 2025

Company: TraceAir Technologies Inc.
Location: Redwood City
Posted on: May 13, 2025

Job Description:

Customer Success Manager - Full TimeLocation: RemoteAbout TraceAirTraceAir is a construction SaaS startup that provides data analytics to construction teams to help them better manage their job sites. We currently work with top land developers, home builders, contractors, and engineers across the US and Canada. This is a great chance to work with a fast growing Series B company.The TraceAir Customer Success organization focuses on all aspects of the customer's post-sale journey, with a mission to delight our customers, help them achieve success, and create customers for life.What we doToday our software guides sitework, so our clients can build on schedule and within budget. Every day across the world, leading industrial, residential, and commercial developers' teams use Traceair to collaborate. For them, TraceAir is the guiding "single point of truth" that shows and measures daily work progress, helps to optimize the next steps and prevents costly errors.Position SummaryWe're looking for an experienced Customer Success Manager to join our growing Customer Success Team who is as customer-obsessed as we are; with a strong account management and/or relationship management background. The TraceAir Customer Success organization focuses on all aspects of the customer's journey post-sales, with a mission to delight our customers, help them achieve success and create customers for life. You will be responsible for understanding customer needs, onboarding new customers, conducting product training, driving adoption and retention, and ensuring satisfaction.This role reports to the VP of Customer Success.Preference will be given to candidates who reside within the Central US Timezone.
What you will do

• Onboard, align and develop trusted relationships with customer stakeholders.
• Establish a high level of customer engagement to drive satisfaction and loyalty - create customers for life.
• Conduct regular meetings, workshops and Business Reviews with customers.
• Be the customer advocate, putting them first.
• Own and drive cross-functional activities within TraceAir to deliver a successful outcome for the customer.
• Understanding and establishing the customer business objectives and success criteria to maximize adoption, self-sufficiency and business value for the customer.
• Formulate the account strategy to drive customer adoption and effective utilization of our solutions and services.
• Work across teams to solve complex issues related to site balance, coordinate systems and general technical troubleshooting.
• Be a product guru and advise customers on the most relevant features/functionality for their specific needs.
• Identify opportunities to deliver greater value to the customer through expanded capabilities or portfolio additions of our products and services; coordinate handover to the TraceAir Sales Account Team to drive the up-sell/cross-sell.
• Continually assess, document, and analyze customer progress toward stated goals and results
• Facilitate relationships across various customer teams and/or departments to further strengthen TraceAir's partnership
• Educate customers on the value they are realizing from their TraceAir solution
• Continuously monitor customer health and sentiment throughout the post-sale customer journey and proactively address any issues that may affect customer satisfaction/retention.Compensation: 85,000 - 100,000 per yearSome of our perks/benefits
  • Flexible PTO
  • Medical insurance
  • Vision and Dental Insurance fully paid by the Company
  • 401KThis position will remain open until filledAt TraceAir, we're an equal-opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.
    Who you are
    • We're looking for a strong relationship-builder who cares about and is as obsessed with the customer experience as we are.
    • You'll be a highly organized and proactive individual; someone who can maintain high levels of engagement with customers, and deliver an elevated level of service to drive customer satisfaction and loyalty
    • We're looking for candidates with at least five years of continuous previous experience in customer success/account management-type positions
    • Experience being part of a professional services, service delivery, or account management organization that has handled software solutions in the construction industry
    • Domain Expertise in residential Land Development preferred: Home Builder, Grading Contractors, Civil or Geotechnical Engineers.
    • Experience with cloud-based/SaaS solution offerings
    • The ability to quickly grasp and distinctly explain technological and business concepts, and the ability to travel up to 25%
    • BA/BS preferred
    • Excellent communication skills - both written and verbal
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Keywords: TraceAir Technologies Inc., Novato , Customer Success Manager - May 2025, Executive , Redwood City, California