Trackforce Valiant + TrackTik

Client Success Manager

Trackforce Valiant + TrackTik

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • 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
  • 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
  • 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

Requirements

  • 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
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementSaaSGRRNRRrenewal targetscustomer lifecycleretention strategiesdata analysisperformance metrics
Soft Skills
Customer-Centric MindsetCommercial AcumenAnalytical RigorExecution FocusCommunicationProblem SolvingCross-Functional Leadershipstrong follow-throughinfluence stakeholdersadvocate for client outcomes