Digital Client Success Advisor

Summary

Join Trackforce, the world's largest physical security workforce management SaaS company, as a Digital Client Success Advisor. You will drive customer retention, product adoption, renewals, and growth through digital engagement. Leverage data insights and customer success technology to ensure customer success and maximize product value. Key responsibilities include guiding customers through their journey, supporting retention and growth initiatives, managing churn risk, assisting with renewals, tracking customer health, and collaborating with other teams. This role requires 2+ years of experience in a customer-facing role, preferably with digital engagement, and a strong understanding of customer lifecycle management. The ideal candidate will possess excellent communication and analytical skills and a passion for delivering exceptional customer experiences through technology and automation. Trackforce offers a flexible, fully remote work environment.

Requirements

• 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably in a low-touch/digital engagement model
• Strong understanding of customer lifecycle management, renewals, and retention strategies
• Experience with digital customer success tools, CRM platforms, and automation workflows (e.g., Salesforce)
• Excellent communication skills, with the ability to build relationships through scalable and digital engagement
• Analytical mindset, with experience using customer data and health scores to drive engagement strategies
• Passion for delivering a best-in-class customer experience through technology and automation

Responsibilities

• Guide customers through their journey using digital and low-touch engagement strategies to drive product adoption and satisfaction
• Support initiatives to enhance Gross and Net Retention, working with customers to ensure long-term success and expansion
• Proactively monitor customer health indicators and implement targeted interventions to reduce churn
• Assist in managing the renewal process, ensuring timely contract renewals and identifying upsell/cross-sell opportunities
• Use customer success platforms to analyze engagement, usage trends, and sentiment, helping drive data-driven customer strategies
• Deliver value through automated customer success motions, including email campaigns, knowledge base updates, in-app messaging, and webinars
• Work cross-functionally with Sales, Marketing, and Product teams to share customer insights and improve overall client experience

Preferred Qualifications

• Experience in a SaaS or tech-driven customer success environment
• Familiarity with AI-driven customer success tools and in-app engagement platforms
• Strong organizational and time-management skills in a high-volume customer environment

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