Digital Client Success Manager

Summary

Join Trackforce, a leading SaaS platform for physical security workforce management, as our Digital Client Success Manager. This role focuses on optimizing and scaling engagement strategies for security sector customers using data-driven insights and digital tools. You will design customer journeys, analyze friction points, execute engagement campaigns, and leverage customer feedback to improve the overall experience. The position requires a deep understanding of SaaS customer environments, product adoption, and retention strategies. You will utilize tools like Salesforce, Gainsight, Zendesk, or HubSpot to achieve these goals. This is a fully remote position offering flexibility and the opportunity to work with a highly focused team.

Requirements

• Have 5+ years in SaaS Client Success or adjacent CS roles, with deep fluency in onboarding, renewal, retention, and lifecycle orchestration
• Demonstrate the proven ability to apply cross-functional customer data across CS, Product, and Support—informing engagement and operational alignment
• Have experience with success KPIs (GRR, NRR, churn, TTV), not just in dashboards, but as drivers for strategic lifecycle decisions
• Show a clear record of creating high-impact relationships through 1:1 and/or Tech-Touch methods
• Possess operational instinct and systems thinking: spot friction, challenge assumptions, and rebuild lifecycle structures that drive adoption and retention
• Use customer health scoring logic in Success Planning to trigger actions across lifecycle stages
• Have direct hands-on experience configuring and/or full utilization of CS tools like Gainsight, Intercom, Salesforce, or HubSpot
• Have experience building or interpreting lifecycle reports, segment-based usage patterns, and drop-off diagnostics
• Understand mass communication strategy: the psychology of messaging, behavior-based triggers, and time-based sequences that drive value

Responsibilities

• Operate as the tactical engine of our digital-first customer experience model—executing engagement, identifying behavioral signals, and aligning lifecycle motion to business goals
• Help define the digital lifecycle across onboarding, adoption, maturity, and renewal using segmentation, usage patterns, and behavioral triggers
• Investigate where customers disengage—tracking silent churn signals, path abandonment, or stalled usage—and translate those moments into sequenced, behavior-triggered campaigns that scale
• Deploy messaging sequences, value campaigns, or product nudges through Intercom, email, and in-app tools—designed around timing, context, and intent
• Turn survey signals (CSAT, NPS) and behavioral metrics into responsive engagement flows, ensuring voice of customer reaches operations
• Use adoption data and health indicators to spot risk, trigger engagement, and escalate patterns that impact renewals or product alignment
• Co-create modular resources that support each customer journey stage—quick-win videos, help center guides, or behavior-linked prompts

Benefits

Work in a flexible, fully remote environment