Client Success Manager II

Coreforce•Atlanta, GA

11h•Hybrid

About The Position

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. We are seeking a Client Success Manager II (CSM II) to manage a portfolio of complex public-safety accounts that require a balance of structured client engagement, strategic account management, and proactive risk and growth planning. The 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.

Requirements

5+ years in Client Success, Account Management 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
Ability to travel approximately 25–30+%

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