Client Success Manager

United Kingdom - remoteFull-TimeManager

Salary not disclosed

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Job Details

5+ years in Customer Success, Account Management, or related SaaS roles
Proven track record of achieving or exceeding Gross Renewal Rate (GRR), Net Retention Rate (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
Customer-Centric Mindset
Commercial Acumen
Analytical Rigor
Execution Focus
Executive-level presence with ability to influence stakeholders
Ability to navigate complex client situations and drive resolution
Effective at working across Product, Engineering, Sales, and Operations
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

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
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
Continuously monitor and manage customer health using defined scorecards and KPIs
Identify upsell and cross-sell opportunities based on usage, gaps, and business needs
Act as the voice of the customer internally across Product, Engineering, Support, and Leadership
Partner with Product & Engineering to influence roadmap and resolve product gaps
Develop and maintain deep proficiency in the TrackTik platform and ecosystem

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