Strategic Client Success Manager in Irving, Texas at TraXtion

***LOOKING FOR CANDIDATES PREFERABLY IN THE ATLANTA OR ORLANDO AREA***

About TraXtion
At TraXtion, we are building a team driven by innovation, accountability, and measurable results. Our culture values collaboration, respect, and continuous improvement, empowering employees to take ownership of their work and contribute to meaningful outcomes.
We believe great ideas come from diverse perspectives and strong teamwork. Across every level of the organization, we encourage creative problem solving and a mindset focused on growth and improvement.
TraXtion fosters an environment where employees can develop professionally, challenge themselves, and make a real impact on the future of automotive technology.
Join us as we continue to grow, innovate, and drive the industry forward.

Job Summary
The Strategic Client Success Manager is responsible for managing a designated portfolio of strategic and enterprise accounts, with a primary focus on client retention, account health, product adoption, relationship management, and long-term partnership growth.
This role serves as a senior resource within the Client Success team, supporting CSMs with account strategy, difficult client conversations, escalations, EBRs, renewals, and client retention efforts.
The Strategic Client Success Manager also serves as a voice of the customer, gathering client feedback, identifying recurring product and process challenges, and partnering with Product, Technology, Support, Implementation, and Leadership to communicate customer needs and recommend improvements.
This position requires strong relationship management, analytical thinking, communication, prioritization, and the ability to balance ownership of a strategic book of business with team support responsibilities.

What You Will Do
Strategic Account Management
• Own and manage an assigned portfolio of strategic and enterprise accounts.
• Maintain visibility into account health, adoption, client sentiment, renewal status, and churn risk.
• Develop and maintain strong relationships with key client stakeholders.
• Lead regular client touchpoints, including check-ins, Executive Business Reviews (EBRs), escalation calls, and renewal-related conversations.
• Maintain accurate and timely account information in HubSpot, including account notes, risks, next steps, stakeholders, and key client updates.
• Develop recommended action plans for accounts showing signs of risk.
• Help clients understand and realize the value of TraXtion's products, reporting, services, and solutions.

Retention & Client Health
• Monitor account health metrics, usage trends, customer feedback, and performance indicators to proactively identify risk.
• Identify patterns that may indicate dissatisfaction, lack of adoption, hardware issues, disengagement, or potential churn.
• Develop and recommend appropriate save strategies for at-risk accounts.
• Support renewal and retention efforts by proactively addressing client concerns and demonstrating product value.
• Partner with internal teams to resolve issues that may impact customer satisfaction or retention.

Team & Peer Support
• Serve as a senior resource for Client Success Managers working through complex client situations.
• Support CSMs with account planning, difficult client conversations, EBR preparation, escalations, renewals, and follow-up communication.
• Share best practices, talk tracks, account strategies, and examples of effective client ownership.
• Provide coaching and support to team members when appropriate.
• Support repeatable processes that promote consistency across the Client Success team.
• Balance strategic account responsibilities with team support and coaching responsibilities.

Escalation Partnership
• Serve as an initial resource when CSMs need assistance evaluating or managing client situations.
• Partner with leadership on escalations requiring executive involvement or sensitive communication.
• Gather relevant client history, current issues, and recommended next steps before escalation discussions.
• Maintain professionalism and composure when managing challenging client or internal situations.
• Escalate cancellation threats, significant client dissatisfaction, executive-level concerns, contract or commercial issues, and matters requiring leadership decisions.

Product Feedback & Cross-Functional Partnership
• Serve as a voice of the customer by gathering client feedback, product gaps, recurring pain points, and enhancement requests.
• Organize customer feedback into clear themes and communicate recommendations to Product, Technology, Support, Implementation, and Leadership.
• Translate customer needs and business problems into clear internal recommendations when appropriate.
• Participate in product-related discussions and provide customer context to help inform product decisions.
• Support communication of relevant product updates and changes to strategic clients.
• Partner cross-functionally to identify opportunities to improve the customer experience.

Process & Department Improvement
• Identify opportunities to improve Client Success workflows, reporting, documentation, training, handoffs, EBRs, renewals, and cancellation prevention.
• Contribute to the development of practical Client Success playbooks, templates, and resources.
• Partner with leadership to improve how the team identifies client risk and communicates value.
• Identify opportunities to improve customer-facing processes and internal collaboration.

Additional Responsibilities
• Support special projects and initiatives as assigned.
• Perform other duties as assigned.

What You Bring
Required:
• 5+ years of experience in Client Success, Strategic Account Management, Product Ownership, Business Analysis, or a related customer-facing role.
• Experience managing enterprise, strategic, or multi-location accounts.
• Demonstrated experience with customer retention, account health, adoption, and relationship management.
• Strong understanding of SaaS, software development, or product development environments.
• Ability to translate customer and business problems into clear internal requirements or recommendations.
• Strong written and verbal communication skills.
• Strong analytical, organizational, and prioritization skills.
• Experience working cross-functionally with Product, Technology, Support, Implementation, or other internal teams.
• Ability to manage competing priorities while maintaining ownership of a strategic book of business.

Preferred:
• Experience in automotive dealership operations or automotive SaaS.
• Experience conducting executive-level EBRs/QBRs.
• Experience writing user stories or translating customer requirements into product requirements.
• Experience working with product roadmaps or participating in sprint planning.
• Familiarity with CRM and product management tools such as HubSpot, Jira, Azure DevOps, or similar platforms.
• Experience supporting or coaching other Client Success professionals.
• Experience working with connected hardware, software, or technology solutions.

What We Offer
• Competitive pay, performance incentives, and growth opportunities
• A comprehensive benefits package for your health, finances, and work-life balance
• Supportive team culture with regular recognition and development
• Paid time off, holidays, and flexible scheduling options (where applicable)
• Access to tools, resources, and programs that support your success—personally and professionally
• An inclusive workplace where your voice and perspective matter

Apply Today!
If you’re ready to be part of a dynamic, hands-on team that values precision, teamwork, and continuous improvement, we’d love to hear from you!