Manager, Digital Client Success

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 results-driven and strategic Digital Client Success Manager to build and lead a team focused on Low Client Touch Client Success Initiatives. In this role, you will drive Gross Retention, Net Retention, Upsell, Cross Sell, Churn Management, Renewals, and overall Customer Health for a large portfolio of clients. You will work closely with cross-functional teams to optimize digital engagement strategies, ensuring customers achieve their desired outcomes and continue to grow with our services.

Key Responsibilities:

• Lead and Build Digital Client Success Team: Develop and manage a high-performing team focused on driving customer success through digital and automated initiatives
• Retention Strategy: Own the strategy for Gross and Net Retention, ensuring client satisfaction and continued usage of our products
• Upsell and Cross Sell: Work closely with sales teams to identify upsell and cross-sell opportunities to expand customer relationships and maximize value
• Churn Reduction: Proactively identify at-risk customers and implement strategies to reduce churn through digital solutions and effective customer engagement
• Renewal Management: Oversee the renewal process for clients, ensuring timely renewals and high renewal rates
• Customer Health Monitoring: Regularly assess customer health using digital tools and data to track engagement, usage, and satisfaction
• Customer Experience Optimization: Leverage technology and automation to enhance the customer journey, ensuring customers get maximum value from their products
• KPI Monitoring: Regularly track and report on performance metrics, including customer satisfaction, retention rates, upsell success, and health scores
  
  
  

Qualifications:

• 5+ years of experience in a Customer Success or Account Management role, with at least 2 years in a leadership capacity
• Strong experience with low-touch or digital client success strategies, including automated engagement, email campaigns, and customer health tools
• Proven track record in driving retention, renewals, and customer growth
• Excellent communication skills, with the ability to build relationships across various levels of an organization
• Strong analytical skills and experience using customer success platforms to track and manage KPIs
• Ability to lead and inspire a diverse team to achieve high performance in a fast-paced environment
• Preferred Skills:
• Experience in SaaS or technology-driven customer success organizations
• Familiarity with CRM, success management tools, and analytics platforms (e.g., Salesforce, Gainsight, Totango, etc.)
• Strong understanding of customer lifecycle management, renewals, and retention strategies
  
  
  

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
  
  
  

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.