Client Success Manager

Summary

Join Trackforce, a leading SaaS platform for physical security workforce management, and contribute to our global team. You will work directly with clients to maintain and grow relationships, identifying expansion opportunities. Your responsibilities include monitoring client health scores, acting as a client advocate, driving renewals, identifying cross-sell/upsell opportunities, maximizing client ROI, advising on performance improvement, and developing client advocacy. This role requires at least 2 years of experience in Client Success or Account Management, strong relationship-building skills, empathy, a proven track record of revenue expansion and churn mitigation, and excellent communication and organizational skills. Trackforce offers a flexible, fully remote work environment. We value fostering curiosity, empathy, ownership, diversity, and integrity.

Requirements

• At least 2 years of professional experience in Client Success or Account Management
• Experience in building and maintaining strong relationships with customers
• Empathy
• A great track record of expanding revenue and mitigating customer churn
• Experience working closely with other functions like Marketing, Sales, and Product
• Excellent communication skills, a great listener
• Tech savvy and have experience implementing software on an account per account basis
• Strong organizational and presentation skills

Responsibilities

• Monitor and maintain client health scores monthly, developing and executing remediation and prevention plans for low-health customers
• Act as the client’s internal advocate, collaborating with Product, Engineering, Finance, and other teams to address needs, resolve issues, and ensure alignment with client goals
• Drive client renewals, including pricing discussions, to ensure long-term satisfaction and retention while reducing churn
• Identify and facilitate cross-sell and upsell opportunities within your client portfolio
• Proactively engage with customers to maximize their return on investment, ensuring they derive the most value from our solutions and adopt new product features effectively
• Advise customers on strategies to improve performance, address gaps in our product that impact their success, and communicate opportunities for innovation and growth
• Develop and nurture customers into advocates to increase brand awareness, build a sense of community, and foster long-term partnerships

Benefits

We offer a flexible , and fully remote environment so that you can harmonize your personal life with the fantastic work you will do here