The role
TraqCheck is building the screening and sourcing layer for modern hiring. Our AI agents Trace and Nina are replacing the manual admin that legacy providers have charged a premium for over two decades. Once customers are live, the volume only goes up, and so does the value they get from us.
We are hiring Customer Success Managers at a range of levels to own that post-sale relationship. This is a commercial role. You will drive adoption, retention and expansion across a portfolio of accounts, from mid-market through to enterprise depending on your level.
CS at TraqCheck is not a support queue. You will be the commercial owner of your accounts, responsible for the number that reflects how healthy and how big those customers are.
How we level the role
We are open to candidates across three levels. You will self-select in your application and we will validate in interview.
Associate CSM
1 to 2 years of customer-facing experience. You will manage a pooled book of SME and lower mid-market accounts with strong support from a senior CSM and your manager. Focused on adoption and renewal, learning expansion.
CSM
3 to 5 years in CS, account management or a commercial customer role. You will own a named book of mid-market accounts end-to-end. Adoption, renewal and expansion are all your number.
Senior CSM
6+ years, with real enterprise experience. You will own strategic accounts, run executive relationships and lead on our most complex customers. Expected to coach the wider team and influence how CS operates at TraqCheck.
What you will be doing
- Owning a portfolio of customer accounts from kickoff through renewal and expansion. The mix depends on your level
- Running onboarding and implementation in partnership with Solutions. Customers should be getting real value within the first 30 days
- Driving adoption of Trace and Nina. You will know how each account is using the product, where the gaps are and what to do about them
- Leading quarterly business reviews with HR, TA and Compliance leadership. Commercial outcomes, not feature recaps
- Owning renewal conversations end-to-end. Building the case early, handling procurement and negotiating terms
- Identifying and closing expansion opportunities. Additional volume, new teams, new geographies, new products
- Being the voice of the customer internally. Feeding product and engineering the signals that change the roadmap
- Running clean account hygiene in Salesforce and our CS platform. Health scores, notes and forecasts that the business can rely on
What success looks like
By month 3
- Ramped on Trace or Nina and running customer meetings unsupervised
- Clean handover from sales and a health view on every account in your book
- First QBRs delivered and received well by customer stakeholders
- First renewal or expansion conversations underway
By month 6
- Net revenue retention tracking at or ahead of target for your book
- At least one meaningful expansion closed
- Executive relationships in place at your top accounts
- Known inside the business as the commercial owner of your customers, not a ticket triager
Who we are looking for
We are hiring across a few different profiles. You probably look like one of these:
- A CSM or Account Manager from a B2B SaaS company who has carried a renewal and expansion number and hit it
- A consultant, account director or implementation lead who has owned strategic client relationships and is ready to move into a commercial CS seat
- A strong early-career operator from consulting, recruitment or HR tech who wants to step into a revenue-owning role with real customers from day one
Across any of those, you are someone who
- Treats a customer book like a portfolio. You know which accounts are healthy, which are at risk and what you are doing about each
- Is commercially minded. A renewal is a sales cycle, an expansion is a sales cycle, and you run them as such
- Can hold your own in a room with a Head of HR, TA or Compliance and give them something useful
- Is organised. You are managing 10 to 40 accounts depending on level and nothing should fall through
- Is curious about AI and actually uses it in your workflow, not just talks about it
What will not work here
To be straight with you, this role is a poor fit if:
- You see CS as a support function and are not comfortable owning a commercial number
- You would rather react to inbound tickets than run proactive account plans
- You avoid the renewal and pricing conversation and hand it off to sales
- You prefer a role with a fully built playbook and limited autonomy
Compensation and progression
- Competitive base with performance bonus tied to net revenue retention and expansion. Scales with level
- Clear progression between levels, with written criteria for each promotion
- A genuine path into Strategic CSM, Team Lead and CS leadership as the function grows. Early hires with a track record will be first in line
- Real input into how CS is built at TraqCheck, not just how it is run
- Hybrid working from our Baker Street office, with the team in together several days a week
Why this role
Most CS roles give you a book, a renewal rate and a steady rhythm. This one gives you a product customers keep wanting more of, a market that is actively open to change and a company that measures CS by the revenue it retains and grows.
If you are commercially minded, ambitious and want a CS role that is treated like the revenue seat it is, we would like to hear from you.
Interested?
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