Job Description
At Trackforce, we’re transforming the way physical security operations are managed worldwide. As the leading SaaS platform for physical security workforce management, we help security companies and organizations streamline guard operations, respond faster, improve efficiency, and reduce costs — all while keeping safety and protection front and center.
We support more than 4,600 clients across 50+ countries and are backed by a global team of 300+ professionals. With headquarters in Dallas, Texas and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a fully remote, flexible work environment designed for impact and balance.
Position: Client Support Manager
Location: United Kingdom - remote
Position Type: Full-time
Position Summary
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).
Key Responsibilites
Book of Business Ownership
- 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
Retention & Renewals
- 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
Customer Health Management
- 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
Value Realization & Adoption
- 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
Expansion & Growth (CSQL Generation)
- 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
Customer Advocacy & Experience
- 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
Cross-Functional Alignment
- 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
Platform Expertise
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
Qualifications
Experience & Background
- 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
Skills & Competencies
- 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
Technical Proficiency
- 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
Success Metrics
- Gross Renewal Rate (GRR)
- Net Retention Rate (NRR)
- Customer Health Score Improvement
- Churn Reduction
- CSQL Generation (Upsell / Cross-Sell)
- Adoption & Utilization Metrics
Why Trackforce
As a Client Success Manager, you’ll own a portfolio of accounts across 50+ countries, serving as the strategic partner that ensures our customers get real, measurable value from the platform. You’ll have full ownership of the customer lifecycle — from onboarding through renewal and expansion — with the autonomy to drive retention strategy and the commercial influence to directly impact our revenue growth. This role sits at the center of the business, connecting Product, Sales, Engineering, and Leadership, giving you both the visibility and the authority to shape how we retain and grow our customer base. If you want a role where your work directly moves the needle on company performance, this is it.
Working at Trackforce
This role is 100% remote, offering flexibility so you can harmonize your personal life with meaningful, global work. Our teams are customer‑focused, collaborative, and empowered by innovation. Following our recent merger, Trackforce is now the true market leader in security workforce management software — and we’re just getting started.
Benefits We Offer
· 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
#LI-Remote
At Trackforce, we are committed to providing an inclusive, respectful, and discrimination‑free workplace. We do not tolerate discrimination or harassment of any kind and make employment decisions based on qualifications, merit, and business needs. We proudly comply with local employment laws and are an equal opportunity employer in all locations where we operate.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
