Location: Philadelphia

As the Director of Customer Success, you report to the VP of Customer Success (based in France, Paris), and you will manage a team of “Customer Success Specialist” based in Philadelphia, San Diego and Mexico.

Primary Roles and Responsibilities:

  • Manage large accounts (from training to implementation and follow-up)
  • Reduce churn and drive new business growth through greater advocacy and reference ability.
  • Be sure Trackforce vision and strategic plan for the Customer Success organization is well applied and understood by the team
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand adviser
  • Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them
  • Determine best ways to collect client feedback to increase customer and success and satisfaction.
  • Determine critical activities needed for each type of customer, including conducting kick-off calls, check ins and in-person meetings for priority clients.
  • Serve as escalation point for the team, troubleshooting and reconciliation of client/campaign complaints and errors.

This is not a support role (that is a different team), support is reactive (responding to requests), CS is proactive (selecting who to engage with based on data).

Required Education and Work Experience:

  • 5+ years of management experience – including at least three years heading a successful customer success organization in an enterprise software environment
  • Experience with account relationship and growth management of large strategic clients.
  • Knowledge of French language preferred
  • Be able to travel nationally and internationally to meet with clients onsite, particularly for key accounts and large implementations
  • MS Word, Excel, PowerPoint, CRM, Outlook
  • Excellent verbal and written communication skills
  • Ability to handle high volume of accounts
  • Be exceptionally organized with solid and project management skills
  • Demonstrate hustle and persistence
  • Have a strong interest in technology and/or software
  • Be adaptable and energetic team player
  • Have a willingness and desire to learn and grow quickly in a startup environment
  • Knowledge of Security Industry is a big plus


  • Salary DOE
  • Benefits: Medical, Dental, Vision, Life
  • Paid holidays, sick time, and vacation PTO


To apply to this position, fill out the form below, making sure to include your resume and cover letter. We will get back to you if we feel like it is a good fit!