Customer Success Manager

Job Description

Job Description

Description:

TrackVia is the leading work management platform. We help mid to large sized companies in field services, construction, manufacturing, government, and other operational sectors digitize and streamline their work, without heavy IT involvement. Our award winning platform empowers non-technical users to configure, edit and update modern, mobile ready applications that unifies data, people, and processes in one system. Common use cases include field services, work order management, asset and inventory tracking, project or program management, quality control and inspections, facility maintenance and more.

We're seeking an experienced Account Manager with a Customer Success mindset who has proven success consistently hitting or exceeding quotas. This role is perfect for someone who thrives on building deep, lasting relationships with their book of business while uncovering and closing strategic upsell opportunities. You'll own a portfolio of premium accounts, becoming a trusted partner to your customers, identifying whitespace opportunities, and expanding usage of TrackVia's platform.

At TrackVia, we don't split Customer Success and Account Management, you're responsible for both growing revenue and delivering value. We've found this setup works best as you get to know your customers, and they get to know and trust you. This means you'll need to be just as comfortable presenting a business case for upsell as you are delivering a quarterly health check or success plan. You will be evaluated on cross-sell and upsell bookings as well as retention results, so a track record of driving expansion within a book of business is essential.

• Own a portfolio of assigned accounts and drive expansion revenue through upsell and cross-sell opportunities.
• Proactively identify, create, and close upsell deals by understanding customer goals, pain points, and processes.
• Manage pipeline and accurately forecast expansion revenue; consistently hit or exceed quota.
• Execute strategic growth plans within accounts, collaborating with marketing and product teams when needed.

• Develop and maintain strong business relationships with customer stakeholders, becoming a trusted advisor.
• Lead customer health checks to assess usage, application performance, and adoption.
• Educate customers on platform features, best practices, and new functionality.
• Partner with clients to define short, mid, and long term goals, and develop joint success plans to realize them.
• Support onboarding and implementation teams; follow escalation processes as needed for at-risk accounts.
• Visit customers periodically (up to 30% travel) to deepen engagement and drive outcomes.

• 4+ years of proven success in a quota carrying Account Manager or Customer Growth role at a B2B SaaS company.
• Demonstrated ability to build lasting relationships across a book of business and convert those relationships into expansion revenue.
• Comfortable being measured on cross-sell and upsell bookings as well as net retention results.
• Experience working with mid-market to enterprise B2B clients, ideally in field service, manufacturing, healthcare, construction, facilities management, or government.
• Outstanding communication skills clear, articulate, and persuasive in both written and verbal formats.
• Strong project management and problem solving skills; able to juggle multiple priorities across accounts.
• Highly proficient using tools like Salesforce, Excel (for data/reporting), PowerPoint (for executive summaries), and other reporting platforms.
• General familiarity of common software solutions used by companies to manage their day to day operations and work.
• Bachelor's Degree with solid general business acumen.
• Nice to have: experience working with government or public sector clients.
• Nice to have: technical acumen with integrations between SaaS products.

• Impact: You'll play a key role in scaling a customer centric revenue function.
• Autonomy: Own your book, make decisions, and directly shape customer outcomes.
• Flexibility: Hybrid work environment with up to 2 days remote per week, giving you the best of both worlds — the focus and convenience of working from home alongside the energy, collaboration, and culture of our Denver office.
• Compensation: $100-$120k base +10% bonus
• Benefits: Full health coverage, 401(k), FTO (flexible time off), and a collaborative, mission driven team.

We value diversity of all kinds and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, identities, and experiences.