Client Success Manager (Enterprise) - CSM III

Responsibilities

• Serve as the primary strategic Client Success owner for primarily Tier 0 and Tier 1, with select strategic Tier 2 enterprise public-safety agencies.
• Build trusted relationships with Chiefs, Sheriffs, CIOs, command staff, procurement leaders, and other executive stakeholders.
• Develop and maintain strategic account plans that align client priorities, operational goals, renewal strategy, risk, adoption, and growth opportunities.
• Act as the senior point of accountability and Voice of the Customer across Client Success, Sales, Product, Support, Engineering, and Executive Leadership.
• Drive Executive Business Reviews, strategic planning sessions, and senior stakeholder engagements.
• Translate product capabilities, roadmap direction, and service performance into measurable operational outcomes and long-term value.
• Identify adoption gaps, changing agency priorities, and enterprise-wide opportunities that may impact partnership health or future strategy.
• Align client priorities with Coreforce product and organizational strategy while setting clear expectations regarding capabilities, timelines, and outcomes.
• Own renewal strategy, forecasting, and executive alignment for assigned accounts well in advance of contract milestones.
• Develop strategies to protect ARR, secure multi-year renewals, and strengthen long-term client commitment.
• Identify and advance expansion and cross-sell opportunities based on client priorities, adoption, operational needs, and strategic initiatives.
• Lead Complex Risk & Executive Escalations
• Proactively identify strategic, operational, product, relationship, and commercial risks before they impact retention.
• Own coordinated risk mitigation plans for high-value and high-complexity accounts, establishing clear internal accountability and client communication.
• Lead executive-level escalations and resolution strategy during complex or mission-critical client challenges.
• Provide clear, concise visibility to leadership on account risk, client sentiment, business impact, mitigation progress, and recommended actions.
• Influence Cross-Functional Strategy & Execution
• Drive alignment across Sales, Product, Support, Engineering, Operations, and Executive Leadership to deliver enterprise client outcomes.
• Represent enterprise client needs and emerging trends in internal product, roadmap, risk, and strategic planning discussions.
• Use client insights and portfolio trends to identify systemic opportunities for process, product, and customer experience improvement.
• Serve as a senior Client Success resource by sharing best practices, supporting complex account strategy, and helping elevate enterprise account management across the team.

Qualifications

• 5+ years in Client Success, Enterprise Account Management, or Strategic SaaS roles.
• Demonstrated success managing large, complex accounts with executive stakeholders.
• Strong understanding of SaaS renewals, ARR forecasting, and expansion strategy.
• Proficiency using CRM platforms (HubSpot) to manage customer lifecycle, account data, and engagement tracking.
• Experience supporting public-safety, GovTech, or regulated enterprise environments preferred.
• Ability to travel 40% +/-.
• Bachelor's degree is preferred or equivalent work experience.
• Preference will be given to those who have experience with Coreforce products and services.