[Hiring] Client Success Manager @Trackforce

Role Description

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
• Expansion

Success in this role is measured by:

• Gross Renewals
• Gross Retention Rate (GRR)
• Net Retention Rate (NRR)
• Customer Health
• Upsell/Cross-Sell (CSQL generation)

Qualifications

• 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

Requirements

• 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

Benefits

• Fully remote & flexible work
• 3 weeks of vacation from year one
• Paid sick days & family obligation days
• Comprehensive group health & dental coverage
• Telemedicine access
• Mental health & wellness support
• Life insurance, AD&D, long‑term disability & critical illness coverage
• RRSP & DPSP with employer matching
• Employee referral bonus
• Paid volunteer day & recognition programs