Client Success Manager

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

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    

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.