Scaled Customer Success Manager - Nordics

We are looking for a Scaled Customer Success Manager to join our Scaled CS team. In this role, you will own a large portfolio of SMB customers across the Nordics, using automation, data insights, and one-to-many engagement models to drive activation, adoption, and retention transforming the long tail of customers into a predictable, scalable growth engine.

We work with a flexible hybrid setup with our entire team sitting in our Copenhagen office. Work from our Copenhagen office and remotely in whatever combination works best for you.

No relocation assistance is offered for this position.

This role sits within Strategy & Ops and reports to the Sr. Director, Digital Solutions & Automation.

What You'll OwnSuccess in this role is measured against five outcomes:

Activation & Time-to-Value: A high percentage of SMB customers become active within their first 90 days, with increasing registered users and product usage depth.

Adoption Maturity: Customers progress in adoption, reflected in improved product mix, WAU/MAU ratios, and data quality indicators.

Retention & Expansion: Churn risk is proactively identified and mitigated through data-led interventions, supporting Gross and Net Revenue Retention targets.

Operational Leverage: The majority of the SMB portfolio is engaged through automated journeys and structured playbooks — maintaining coverage while optimising cost-to-serve.

Product Feedback Loop: Customer insights and usage trends are systematically fed back to Product and internal stakeholders to drive scalable improvements.

This year, the focus is on strengthening the SMB activation engine, increasing automation coverage, and improving adoption maturity metrics — including onboarding standardisation, data hygiene, and expansion campaigns.

What's in it for you?

You will join a small function that works across the entire business. Being a small team of 4 (including you), you will get a lot of opportunities to impact the strategy and best-practices of the team.A place in an agile growth SaaS business, with possibilities to grow internally in the company.

Change is the only constant at Trackunit, and we expect you to thrive in it. Back in 2020 we were 150 employees at Trackunit and we have just passed 560 employees.

International environment with regular check-ins and social events across teams, departments and borders.

We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an outspoken feedback culture to help you identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.

Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.

Turning the Tide. At Trackunit, we are committed to creating and contributing to an inclusive workplace. And this commitment starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here.

Who are you ideally?

Tech-Savvy: Expertise in customer success platforms (e.g. Planhat, Gainsight, Vitally, or Totango) and proficiency in CRM tools (e.g. Intercom, Salesforce or HubSpot).

Communication: Strong communication and presentation skillsData-driven mindset with an ability to interpret customer usage data and generate insights.

Coordination: Ability to balance multiple customers simultaneously in a fast-paced, high-volume environment.

Learning: Curious and thrives in an international, dynamic environment where everyone wants to learn and collaborate.

Initiative: A self-starter, who works well as a team and takes on all tasks with true commitment.

Growth Mindset: Someone looking to grow in their career and build a strong foundational understanding of products, customers and the industry.

Danish and English Proficiency (required): You will be owning the Nordics segment and we therefore require you to be fluent in Danish and English. The ability to understand or speak Swedish and/or Norwegian is a strong plus.

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.

Primary Responsibilities

• Customer Onboarding: Design scalable programs for customer understanding and adoption; create automated sessions, webinars, and self-service resources.
• Customer Engagement and Adoption: Monitor usage trends, address adoption gaps, and deliver automated touchpoints (emails, notifications, videos) and workshops.
• Success Planning and Enablement: Develop tailored success plans; work with the Enablement and Customer Education team to create self-service content like tutorials, FAQs, and articles.
• Customer Retention and Growth: Identify churn risks, re-engage at-risk customers, spot upsell opportunities, and provide recommendations for maximizing product value.
• Customer Support Liaison: Relay customer feedback to internal teams and escalate issues while offering product guidance.
• Metrics and Reporting: Track KPIs (e.g. WAU, MAU, Customer Health Score) and use analytics to refine processes.
• Internal Collaboration: Align with sales, marketing, product, and support teams to develop scalable customer playbooks and communication strategies.
• Our hiring process
• Don't waste your time on writing the perfect cover letter for the job.
• We want you to create an impact that matters, and that's not in the cover letter.
• Virtual meet and greet.
• Meet with someone from our People & Talent department.2nd Interview.
• This interview is designed to give you a better idea of the role, the team and provide a deeper insight into how we work at Trackunit.
• This interview will be with your direct leader as well as a potential colleague and dive a bit deeper into you as a person and future colleague.
• Assignment-specific interview.
• We want you to get an insight into some of the concrete work tasks or challenges related to the role.
• You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from Trackunit, who you'll also work closely with in the job.
• Offer presentation and walk-through.
• We're lucky to have you!
• Coming Together To Connect Construction
• We're committed to construction - one of the largest industries in the world.
• Over the past two decades, Trackunit has been pioneering technological progress within construction.
• Today, we are not only a leading IoT provider but a thought leader, supporting and driving the agenda for an entire industry on a global scale.
• We believe in taking a people approach in everything we do. Being human-centric is not restricted to our products – it's a way of life at Trackunit.
• We're proud to be a truly global team.
• Our colleagues get together in hubs spread across the globe, but we embrace the idea of working remotely and in environments that inspire you.
• Everything we do, we do it to eliminate downtime and build the most useful industry for the world.
• The question is: Are you in?
• Deadline for applications: 24/06/2026