Strategic Client Success Manager

• LOOKING FOR CANDIDATES PREFERABLY IN THE ATLANTA OR ORLANDO AREA

• LOOKING FOR CANDIDATES PREFERABLY IN THE ATLANTA OR ORLANDO AREA

At Tra Xtion, 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.

Tra Xtion 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.

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.

• 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 checkins, Executive Business Reviews (EBRs), escalation calls, and renewalrelated conversations.
• Maintain accurate and timely account information in Hub Spot, 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 Tra Xtion's products, reporting, services, and solutions.

• 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 atrisk 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.

• Serve as a senior resource for Client Success Managers working through complex client situations.
• Support CSMs with account planning, difficult client conversations, E  preparation, escalations, renewals, and followup 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.

• 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.

• 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.

• Identify…