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Montréal, Québec, Canada
Hybrid
At Trackforce, we are transforming physical security operations that are managed around the world. As the leading SaaS platform for physical security workforce management, we provide security companies and organizations with a streamlined solution to manage their guard forces, respond faster, operate more efficiently, and reduce costs — all while staying focused on safety and protection.
We support 4,600+ clients across more than 50 countries and are proud to be a growing team of 300+ professionals. With our headquarters in Dallas, Texas, and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a hybrid work environment that combines flexibility, connection, and meaningful impact.
At Trackforce, we operate in both hybrid and remote models, offering flexibility to balance in‑office collaboration with WFH. This approach allows our teams to stay connected while maintaining autonomy and work‑life balance. We are highly focused on delivering value to our customers, and our recent merger has strengthened our position as the market leader in security workforce management software.
What We're Looking For
The Digital Client Success Advisor is responsible for driving scalable customer success outcomes across a high-volume portfolio through digital-first engagement strategies. This role ensures customers adopt the platform effectively, achieve their desired outcomes, and contribute positively to Gross Renewal Retention,Gross Retention, Net Retention, and CSQL generation. The Advisor uses data, automation tools, and structured digital programs to proactively manage customer health and support renewals, while minimizing the need for high-touch interactions.
What You'll be Doing
1. Digital Customer Engagement & Adoption
Execute digital and automated engagement strategies that guide customers throughout their lifecycle.
Support onboarding, adoption, and ongoing education through email automation, in-app messaging, webinars, and knowledge-base content.
Promote best practices and encourage usage of new features through scalable communication channels.
2. Retention, Renewals & CSQL Contribution
Contribute to Gross Renewals, Gross Retention, and Net Retention outcomes across the digital portfolio.
Support renewal motions by ensuring customers receive timely communication, value reinforcement, and access to renewal resources.
Identify expansion opportunities and generate CSQLs by monitoring customer signals and unmet needs, routing qualified opportunities to Sales.
3. Customer Health Monitoring & Churn Prevention
Use digital customer success platforms to track account health, usage metrics, login frequency, adoption trends, and sentiment.
Flag early risk indicators and execute automated or targeted remediation playbooks.
Provide insights on systemic risks or patterns that may impact retention or customer satisfaction.
4. Scalable Communication & Self-Service Enablement
Develop and deliver scalable communications such as lifecycle campaigns, feature announcements, and proactive alerts.
Support improvements and updates to self-service resources, including knowledge-base content and digital training materials.
Coordinate digital events such as group onboarding sessions, office hours, and product-education webinars.
5. Cross-Functional Collaboration & Insights
Share customer insights with Product, Marketing, Support, Engineering, and Sales to improve product adoption and customer experience.
Provide feedback on recurring issues, feature gaps, and opportunities for enhancement.
Support continuous improvement of digital CS programs, workflows, and automation systems.
What You’ll Need
The following experience is relevant to us:
At least 2 years of professional experience in Customer Success, Account Management, or a similar customer-facing role—ideally within a digital or scaled engagement model.
Demonstrated ability to manage a high-volume portfolio using digital-first strategies with accountability for retention outcomes (GRR, Gross Retention, NRR) and CSQL generation.
Proven track record of influencing customer behavior through scalable communication, automation, and data-driven engagement.
Empathy, active listening, and the ability to translate customer needs and usage insights into meaningful digital interventions.
Experience identifying expansion opportunities, supporting renewals, and mitigating churn risks using digital tools and customer health metrics.
Experience collaborating with cross-functional teams such as Marketing, Sales, Product, Support, and Engineering to improve customer outcomes.
Excellent written communication skills with the ability to simplify complex concepts in a digital-first environment.
Tech-savvy and comfortable working with customer success platforms, CRMs, automation tools, and product usage analytics.
Strong organizational skills, attention to detail, and the ability to prioritize effectively in a high-volume, fast-paced environment.