About Detrack
Detrack is a last-mile delivery management platform used by businesses across 50+ countries to plan, track and prove their deliveries in real time. As our customer base grows, keeping our existing customers healthy, engaged, and growing is just as important as winning new ones.
This role exists to give our global Tier 3 portfolio a dedicated owner, someone who proactively manages the relationship after onboarding, keeps a close eye on account health, and finds the right opportunities to grow revenue within the base.
About the role
This is a pure customer success role of existing customers. You'll take on customers once they're live and settled, and own the relationship from there: running regular health checks and QBRs, monitoring for early warning signs of churn, and proactively identifying expansion opportunities. You'll manage a global portfolio of Tier 3 accounts, so you'll need to be comfortable working across time zones and cultures, and confident running structured, value-focused conversations at scale.
We have approximately 300-400 customers in Tier 3 that you will be assigned.
Four things define success here.
Our Tier 3 accounts are engaged and healthy, with regular check-ins and QBRs happening on schedule
- Retention risk is spotted early and acted on before it becomes a cancellation.
- Expansion and upsell opportunities within the portfolio are identified and converted.
- Customers see continued value from Detrack well beyond their first 90 days.
- Upsell of new products or new plans
- Adoption of new products and reporting to ensure stickiness
Key responsibilities
1. Account management & relationship ownership
- Own the ongoing relationship for a global portfolio of Tier 3 accounts.
- Build and maintain relationships with key stakeholders at each account, avoiding single points of
- contact.
- Act as the trusted point of contact for your portfolio, coordinating internally on their behalf when issues arise.
- Maintain accurate, up-to-date account records and notes in the CRM/CS platform.
- Monitor and engage customers and internal Detrack teams when integration is required to ensure it is completed on time and in full.
2. Health checks & Quarterly Business Reviews
- Run a regular cadence of account health checks across your portfolio, reviewing usage, engagement, and satisfaction.
- Plan, prepare, and deliver Quarterly Business Reviews (QBRs) that demonstrate value delivered and align on next steps.
- Track key account health metrics (usage trends, login activity, support volume, NPS/CSAT) and flag deterioration early.
- Maintain a structured cadence of touchpoints so no account goes quiet for an extended period.
3. Retention & churn risk management
- Monitor accounts for early warning signs of churn risk (declining usage, job trend change, unresolved issues, disengaged stakeholders, non-payment).
- Proactively intervene on at-risk accounts with a clear save plan, escalating internally where needed.
- Partner with support and product teams to resolve issues that are driving dissatisfaction.
- Own or contribute to commercial conversations
- Ensure payments are made on time and in full, chasing customers to facilitate payment where required.
4. Expansion & growth
- Proactively identify expansion opportunities within the portfolio - additional users, sites, regions, or modules.
- Identify opportunities for upsell or cross-sell of additional products, or further imbedding of current reporting in a customer's business to create stickines
- Build a business case for expansion tailored to each customer's operations and growth plans.
- Work with sales or account leadership to convert identified opportunities into closed expansion revenue.
- Share expansion insights and patterns back to the wider Customer Success and Sales teams.
What success looks like
- Gross retention and churn rate across your Tier 3 portfolio.
- Expansion revenue generated from within the portfolio
- Product adoption within your portfolio.
- QBRs and health checks completed on schedule, across the full portfolio.
- Customer satisfaction (CSAT/NPS) trends across your accounts.
Must-have requirements
- At least a Diploma / Advanced / Higher / Graduate Diploma, Bachelor's Degree / Post Graduate Diploma/ Professional Degree.
- 2–4 years experience in a customer success, account management, or client relationship role in a SaaS environment.
- Proven experience running structured account reviews (QBRs) and health-check processes.
- Track record of identifying and closing expansion or upsell opportunities within an existing customer base.
- High level of competency in spoken and written English.
- Ability to work rotating shifts, with hours aligned predominantly to North America and UK time zones, and flexibility to cover other shifts as required.
Nice-to-have(s)
- Experience managing a portfolio of accounts across multiple regions or markets.
- Background in logistics, delivery, or supply chain software.
- Familiarity with CRM and customer success tooling (e.g. HubSpot, Intercom, ChartMogul).
- Proven complex problem-solving and negotiation capabilities.
- Good at facilitating meetings and virtual workshops.
- Passion for customer service and technology.
