Client Success Manager II

Coreforce partners with law enforcement, fire, EMS, and public-sector agencies to deliver mission-critical technology that enhances safety, accountability, and operational effectiveness. Our solutions support agencies across the country in high-visibility, high-impact environments where performance and reliability matter.

About the role

The Client Success Manager II (CSM II) serves as a trusted partner for Coreforce’s mid-complexity client portfolio, bridging scaled Client Success execution with more strategic account ownership. This role owns the post-implementation client lifecycle for Tier 2, Tier 3 & select Tier 4 public safety agencies—driving adoption, retention, expansion, executive alignment, and long-term value while proactively monitoring account health and coordinating cross-functional support. The CSM II combines strong operational discipline with consultative client engagement and is expected to build relationships with both day-to-day stakeholders and agency leadership.

Responsibilities

• Serve as the primary Client Success contact and account owner for primarily Tier 3, Tier 2 & select Tier 4 public-safety agencies
• Build trusted relationships with operational leaders, administrators, and executive stakeholders
• Maintain a consistent engagement cadence based on account needs, complexity, and health of the account
• Act as the point of accountability and Voice of Customer across Client Success, Product, Support, Sales, and Leadership
• Conduct recurring business reviews and strategic account conversations
• Monitor adoption, engagement, and account health to identify trends, risks, and opportunities
• Translate product capabilities into client outcomes and reinforce long-term value realization
• Develop renewal strategy and planning well in advance of contract milestones
• Support renewal forecasting and maintain accurate visibility into account status and risk
• Identify expansion and cross-sell opportunities through client priorities and relationship development
• Coordinate with Sales and other internal partners to advance qualified growth opportunities
• Proactively identify customer risk indicators and develop coordinated mitigation plans
• Lead cross-functional resolution of client issues and escalate to executive leadership when appropriate
• Maintain clear and consistent communication with clients during complex support, product, or operational challenges
• Coordinate with internal teams including Sales, Support, Product, Engineering, and Marketing
• Process and support quotes, sales orders, and other account-related workflows as needed
• Maintain accurate customer records, renewal data, account plans, and engagement documentation within CRM systems
• Travel approximately 25–30%

Requirements

• 5+ years in Client Success, Account Management, or customer-facing SaaS roles
• Experience supporting public-sector, GovTech, public-safety, or regulated organizations preferred
• Demonstrated track record of high retention rates, managing complex accounts, and building relationships across multiple stakeholder levels
• Strong understanding of adoption, renewals, customer risk, and expansion strategy
• Experience using account health and engagement data to prioritize client action
• Proficiency using CRM platforms (HubSpot preferred) to manage customer lifecycle, account data, and engagement tracking
• Strong written, verbal, and presentation skills, including comfort engaging senior client stakeholders
• Ability to coordinate and lead through cross-functional challenges with strong organizational discipline

Benefits

• Flexible hybrid schedule
• Free chef-inspired lunch Monday–Thursday
• 15 PTO days + floating holiday
• Competitive benefits: medical, dental, vision, 401(k) with company matching
• Annual bonus
• Tuition reimbursement
• Career growth in a fast-growing, mission-driven company
• Collaborative, purpose-driven culture