Job description
Trackforce is the world’s largest physical security workforce management SaaS company. Our technology provides physical security companies and corporations that employ guards with a single platform to manage their security workforce. We help improve response times, reduce administrative burdens, and lower costs.
Today, Trackforce serves 3,000+ clients in over 45 countries. We have over 300 employees with offices in Montreal,
Paris, and London. However, we embrace being remote-first!
About the Role:
We are seeking a proactive and customer-focused Digital Client Success Advisor to support our digital-first engagement strategy for a large portfolio of clients. In this role, you will play a key part in driving customer retention, product adoption, renewals, and growth through automated and digital-led interactions. You will leverage data insights, customer success technology, and scalable engagement strategies to ensure customers achieve their desired outcomes and maximize value from our products.
Key Responsibilities:
- Customer Engagement & Success: Guide customers through their journey using digital and low-touch engagement strategies to drive product adoption and satisfaction.
- Retention & Growth: Support initiatives to enhance Gross and Net Retention, working with customers to ensure long-term success and expansion.
- Churn Risk Management: Proactively monitor customer health indicators and implement targeted interventions to reduce churn.
- Renewal Support: Assist in managing the renewal process, ensuring timely contract renewals and identifying upsell/cross-sell opportunities.
- Customer Health Tracking: Use customer success platforms to analyze engagement, usage trends, and sentiment, helping drive data-driven customer strategies.
- Scalable Communication: Deliver value through automated customer success motions, including email campaigns, knowledge base updates, in-app messaging, and webinars.
- Collaboration & Insights: Work cross-functionally with Sales, Marketing, and Product teams to share customer insights and improve overall client experience.
Qualifications:
- 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.
Preferred Skills:
- 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.
Working at TrackForce
We offer a flexible, and fully remote environment so that you can harmonize your personal life with the fantastic work you will do here. Our team is highly focused on delivering value for our customers. Our recent merger has enabled us to become the true market leader in the security workforce management software space.
The values we live by:
- Foster Curiosity
- Lead with empathy
- Take Ownership and be accountable
- Empower diversity
- Be True and act with Integrity.
#LI-Remote
Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and drive and do not meet all of the above, we encourage you to apply!
Trackforce is proud champions of diversity, equity, belonging, and inclusion. We have a zero-tolerance policy for any form of discrimination against people in protected classes or based on prohibited grounds. All qualified applicants will receive fair consideration for employment in compliance with the applicable employment and human rights legislation.
