Client Success Manager II

Apply today to join Coreforce, where your Client Success expertise makes a real impact.


Join Our Team as a Client Success Manager II (CSM II)

Company: Coreforce
Location: Atlanta
Job Type: Full-time
Compensation: Compensation will be competitive and aligned with experience.

Company Overview:
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.


Client Success Manager II (CSM II)- Build Your Career with Purpose

Join Coreforce and use your client success skills to support innovative technology that strengthens communities. 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.


Why You'll Love Working Here:

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

Responsibilities:

Manage Complex Client Accounts

• 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

Drive Adoption & Client Value

• 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

Own Retention & Expansion Planning

• 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

Manage Risk & Escalation

• 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

Operational Coordination

• 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

Qualifications:

• 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+%

Coreforce is an equal opportunity employer committed to diversity and inclusion .