Customer Success Specialist

About TraceAir

TraceAir 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 do

Today 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 Summary

We're looking for an experienced Customer Success Specialist 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 the customer’s journey post-sales, with a mission to delight our customers, help them achieve success and create customers for life.  The Customer Success Specialist ensures that TraceAir customers successfully adopt our platform and derive continuous value throughout the post-sale lifecycle. You will be the customer’s primary point of contact after onboarding, helping them achieve their business objectives through regular engagement, proactive support, and solution advocacy.

This role is ideal for a customer-oriented professional who is analytical, organized, and excited to build strong relationships across a dynamic portfolio of land development, homebuilding, and construction accounts.

What you will do

• Serve as the primary post-onboarding contact for day-to-day customer needs on product usage, and engagement.

• Drive customer adoption by delivering ongoing guidance, training, and support to ensure teams are using TraceAir effectively.

• Build and maintain strong, long-term relationships with key operational users and stakeholders.

• Conduct regular check-ins, workshops and Business Reviews with customers to monitor satisfaction, identify risks or low usage trends, and proactively provide solutions.

• Surface insights from customer feedback and collaborate cross-functionally to improve customer outcomes and product features.

• Partner with Account Managers to identify upsell opportunities and renewal risks.

• Maintain accurate notes, account health statuses, and usage data in CRM and customer success platforms.

• Coordinate with Project Managers, Product, and Support teams to resolve customer issues and ensure timely responses.

• 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.

• Facilitate relationships across various customer teams and/or departments to further strengthen TraceAir’s partnership

• Continuously monitor customer health and sentiment throughout the post-sale customer journey and proactively address any issues that may affect customer satisfaction/retention.

Some of our perks/benefits

• Flexible PTO

• Medical insurance 

• Vision and Dental Insurance fully paid by the Company

• 401K 
  

This position will remain open until the position is filled.

At 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

• 2+ years in Customer Success, Account Management, or Support in a SaaS or tech-enabled service environment  

• Strong communication and interpersonal skills with a genuine interest in helping others succeed

• Organized, process-driven, and capable of managing multiple accounts simultaneously

• Curious and proactive—constantly seeking to understand customer workflows and how to better serve them

• Familiarity with land development, construction technology, GIS, or remote sensing tools is a plus

• Experience with CRM and CS tools (e.g., Salesforce, Vitally, HubSpot) preferred.

• We're looking for a strong relationship-builder who cares about and is as obsessed with the customer experience as we are.  

• Experience being part of a professional services, service delivery, or account management organization that has handled software solutions in the construction industry

• 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%

• Excellent communication skills - both written and verbal