Client Success Manager

At Trackforce, we are transforming physical security operations that are managed around the world. As the leading SaaS platform for physical security workforce management, we provide security companies and organizations with a streamlined solution to manage their guard forces, respond faster, operate more efficiently, and reduce costs — all while staying focused on safety and protection.

We support 4,600+ clients across more than 50 countries and are proud to be a growing team of 300+ professionals. With our headquarters in Dallas, Texas, and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a hybrid work environment that combines flexibility, connection, and meaningful impact.

At Trackforce, we operate in both hybrid and remote models, offering flexibility to balance in‑office collaboration with WFH. This approach allows our teams to stay connected while maintaining autonomy and work‑life balance. We are highly focused on delivering value to our customers, and our recent merger has strengthened our position as the market leader in security workforce management software.

The Client Success Manager (CSM) owns a defined book of business and is accountable for driving customer retention, growth, and overall client health. This role is responsible for ensuring clients realize measurable value from the platform, while proactively managing risk and identifying expansion opportunities.

The CSM operates as a trusted advisor and customer advocate, leading all aspects of the customer lifecycle including onboarding alignment to business as usual, adoption, health management, renewal execution, and expansion. Success in this role is measured by Gross Renewals, Gross Retention Rate (GRR), Net Retention Rate (NRR), Customer Health, and Upsell/Cross-Sell (CSQL generation).

• Own and manage a portfolio of accounts across SMB, Mid-Market, and Enterprise segments
• Maintain a deep understanding of each client’s business, objectives, and use of the platform
• Establish strong executive and operational relationships within each account
• Serve as the primary point of accountability for overall client outcomes

• Own the end-to-end renewal process in partnership with Sales and RevOps
• Drive proactive renewal strategy through 180/120/90/75/60/30-day planning cycles
• Identify risks early and execute mitigation strategies to protect revenue
• Achieve and exceed Gross Renewal Rate targets

• Continuously monitor and manage customer health using defined scorecards and KPIs
• Identify At Risk and Concern accounts and take immediate action
• Lead Remediation and Prevention Plans with clear actions, owners, and timelines
• Drive measurable improvement in health scores across the portfolio

• Ensure clients are effectively adopting core and advanced product capabilities
• Align platform usage to client business outcomes and operational workflows
• Drive increased product utilization, feature adoption, and stickiness
• Conduct QBRs and ongoing value reviews with a forward-looking, strategic focus

• Identify upsell and cross-sell opportunities based on usage, gaps, and business needs
• Generate and qualify Client Success Qualified Leads (CSQLs) for Sales
• Partner with Sales to position expansion opportunities and support deal progression
• Contribute to achieving Net Retention Rate (NRR) targets

• Act as the voice of the customer internally across Product, Engineering, Support, and Leadership
• Escalate and drive resolution of critical issues impacting client experience
• Ensure consistent, high-quality engagement and responsiveness
• Advocate for improvements that enhance customer value and satisfaction

• Partner with Product & Engineering to influence roadmap and resolve product gaps
• Collaborate with Support to ensure SLA adherence and issue resolution
• Align with RevOps on renewal tracking, forecasting, and reporting accuracy
• Work with Sales on expansion strategy and commercial alignment

• Develop and maintain deep proficiency in the TrackTik platform and ecosystem
• Guide clients on best practices, configuration, and optimization
• Translate client needs into actionable platform solutions

• 5+ years in Customer Success, Account Management, or related SaaS roles
• Proven track record of achieving or exceeding GRR, NRR, and renewal targets
• Experience managing a portfolio of accounts with measurable revenue responsibility
• Strong understanding of SaaS business models, customer lifecycle, and retention strategies

• Customer-Centric Mindset: Strong advocate for client outcomes and success
• Commercial Acumen: Ability to identify growth opportunities and support expansion
• Analytical Rigor: Data-driven approach to managing health, risk, and performance
• Execution Focus: Bias toward action with strong follow-through and accountability
• Communication: Executive-level presence with ability to influence stakeholders
• Problem Solving: Ability to navigate complex client situations and drive resolution
• Cross-Functional Leadership: Effective at working across Product, Engineering, Sales, and Operations

• Strong proficiency in SaaS platforms and CRM tools (e.g., Salesforce)
• Ability to quickly learn and become an expert in TrackTik
• Comfortable interpreting data, dashboards, and customer health metrics