Digital Client Success Manager
Canada / Manitoba
Customer Success – Client Support /
Full Time /
Remote
At Trackforce, we’re transforming how physical security operations are managed across the globe. As the world’s leading SaaS platform for physical security workforce management, we empower security companies and organizations with a streamlined solution to manage their guard forces. Our technology helps teams respond faster, operate more efficiently, and drive down costs — all while staying focused on what matters most: safety and protection.
We support over 4,600 clients in more than 50 countries and are proud of our growing team of 300+ professionals. With global offices that include headquarters in Dallas, Texas and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across borders and time zones in a dynamic hybrid work environment that values connection, flexibility, and impact.
About the Role:
We’re looking for a Digital Client Success Manager who thinks like a systems analyst, acts like a lifecycle strategist, and delivers like a customer advocate. This isn’t a traditional CSM role—it’s a digitally fluent, data-aware, tech-touch builder mindset. You’ll partner with the Manager of Digital Client Success to define, optimize, and scale the engagement strategies for our security sector customers.
Digital CS here doesn’t mean ‘less important’—it means more intentional, more operational, and more rigorous. This is where retention, efficiency, and digital intimacy converge.
What You’ll Own
- You'll operate as the tactical engine of our digital-first customer experience model—executing engagement, identifying behavioral signals, and aligning lifecycle motion to business goals. This isn’t a support role, nor a traditional CSM seat. You’ll use data to find pain points, build messaging logic, and refine the journey across retention, adoption, and expansion.
- Customer Journey Design: Help define the digital lifecycle across onboarding, adoption, maturity, and renewal using segmentation, usage patterns, and behavioral triggers.
- Friction & Drop-Off Analysis: Investigate where customers disengage—tracking silent churn signals, path abandonment, or stalled usage—and translate those moments into sequenced, behavior-triggered campaigns that scale.
- Playbook Execution: Deploy messaging sequences, value campaigns, or product nudges through Intercom, email, and in-app tools—designed around timing, context, and intent.
- Feedback Activation: Turn survey signals (CSAT, NPS) and behavioral metrics into responsive engagement flows, ensuring voice of customer reaches operations.
- Health & Metrics Reporting: Use adoption data and health indicators to spot risk, trigger engagement, and escalate patterns that impact renewals or product alignment.
- Content & Enablement: Co-create modular resources that support each customer journey stage—quick-win videos, help center guides, or behavior-linked prompts.
What You Know
- You’ve been embedded in SaaS customer environments long enough to recognize where churn hides, how adoption fails quietly, and why generic messaging backfires. You understand that digital engagement is more than automation—it’s precision communication, scaled relevance, and timing driven by usage behavior. And while this is a digital-first role, you still carry the core capabilities of a strong CSM—ready to step in directly when moments call for it.
- You’ve worked in SaaS. You understand what product adoption means, why retention is more than satisfaction, and how customer health is calculated, not guessed.
- You’ve lived inside tools like Salesforce, Gainsight, Zendesk, or HubSpot.You don’t just send messages,you‘ve configured logic, reviewed performance, and triggered actions.
- You know customer success metrics (GRR, NRR, churn, TTV) and how they connect to workflows and drive decisions.
- You understand lifecycle orchestration. Whether onboarding or renewals, you know what signals to track, what sequences to launch, and when to escalate.
How You Think
- You lead with curiosity, not assumption. You don't wait for customers to complain—you investigate telemetry, identify bottlenecks, and deliver interventions before the signal becomes a ticket. You know that CS is a system, not a reaction. And you’re fluent in the language of value, timing, and behavioral alignment.
- You reverse engineer outcomes. You don’t just ask what went wrong—you dissect the system that produced the outcome, regardless if it is CS, Support, or Product.
- You connect behavior to structure. If a customer isn’t engaging, you look beyond messaging—you question timing, triggers, value, and fit.
- You know that “digital” isn’t about automation—it’s about intentionality, scale, and customer psychology.
Qualifications & Experience
- You’ll be set up for success if you bring:
- 5+ years in SaaS Client Success or adjacent CS roles, with deep fluency in onboarding, renewal, retention, and lifecycle orchestration
- Proven ability to apply cross-functional customer data across CS, Product, and Support—informing engagement and operational alignment
- Experience with success KPIs (GRR, NRR, churn, TTV), not just in dashboards, but as drivers for strategic lifecycle decisions
- Clear record of creating high-impact relationships through 1:1 and/or Tech-Touch methods
- Operational instinct and systems thinking: you spot friction, challenge assumptions, and rebuild lifecycle structures that drive adoption and retention
- Use of customer health scoring logic in Success Planning to trigger actions across lifecycle stages
- Direct hands-on experience configuring and/or full utilization of CS tools like Gainsight, Intercom, Salesforce, or HubSpot
- Experience building or interpreting lifecycle reports, segment-based usage patterns, and drop-off diagnostics
- Mass communication strategy: understanding the psychology of messaging, behavior-based triggers, and time-based sequences that drive value
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.
