Client Success Manager
United Kingdom - remoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Salesforce
Requirements
- 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
- 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
- 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
Responsibilities
- 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 planning cycles
- Identify risks early and execute mitigation strategies to protect revenue
- Achieve and exceed Gross Renewal Rate targets
- 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
- 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
- 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
- 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
- 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
- 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
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