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 seeking a highly driven Customer Success Specialist to join our rapidly growing team—someone who is as customer-obsessed as we are and thrives on building trusted, lasting relationships. At TraceAir, Customer Success leads the entire post-sale journey, ensuring customers achieve measurable value, long-term adoption, and a true partnership with our platform.

In this role, you will guide customers from onboarding through full adoption, serving as their primary point of contact, trusted advisor, and advocate. You’ll help them achieve their business objectives through proactive engagement, strategic guidance, and solution advocacy that drives outcomes—not just activity.

This is an ideal opportunity for a customer-centric professional who is analytical, organized, and energized by working closely with land development, homebuilding, and construction teams to help them transform the way they work.

What you will do

• Customer Relationship Ownership

  • Serve as the primary post-sale point of contact, building strong relationships with operational users and key stakeholders.

  • Facilitate connections across customer teams and departments to deepen engagement and strengthen the partnership.

  • Document customer goals, workflows, and requirements to align TraceAir solutions with desired outcomes.

• Onboarding, Training & Product Enablement

  • Drive adoption by delivering structured onboarding, hands-on training, and ongoing product enablement.

  • Conduct platform walkthroughs and demos that clearly communicate value and build user confidence.

  • Act as a product expert, guiding customers toward best practices and the features most relevant to their workflows.

• Proactive Account Management & Health Monitoring

  • Conduct regular check-ins, workshops, and Business Reviews to assess satisfaction, usage trends, and potential risks.

  • Monitor customer health metrics and sentiment, addressing risks before they impact retention.

  • Support change management as new teams, divisions, or workflows are introduced to TraceAir.

• Issue Resolution & Cross-functional Coordination

  • Partner with Program Managers, Operations, and Support teams to ensure timely and effective resolution of customer issues.

  • Maintain accurate notes, documented goals, account health statuses, and usage data within CRM and CS platforms.

  • Manage customer expectations around timelines, deliverables, and platform capabilities.

• Customer Advocacy & Insight Sharing

  • Surface customer feedback, product gaps, and workflow insights to internal teams to help shape product development.

  • Share usage patterns and data-driven insights to help customers optimize their operations and expand their use of TraceAir.

• Revenue Influence: Expansion & Retention Support

  • Partner with Account Managers to identify upsell/cross-sell opportunities and renewal risks.

  • Identify expansion potential across customer portfolios and coordinate handoff to Sales for execution.

Compensation: $49-56k per year based on experience and location

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

• Ability to travel up to 25%

• Excellent communication skills - both written and verbal