Fexa Careers

Customer Success Manager

Fexa · United States (Remote)

What is the opportunity?

The Client Success Manager (CSM) plays a critical role in assuring that our customers achieve maximum success and ROI from the Trakref platform. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives. Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of managing and supporting customer expectations, identifying root causes of any challenges or issues with adoption, and understanding how to identify opportunities for the customer to tap into both productivity and financial benefits of Trakref’s workflow automation.

Duties and Essential Job Functions

  • Develop and maintain key relationships with customers to ensure their tactical and strategic needs are being addressed by Trakref.
  • Manage a book of business (BoB) with current customers to ensure they are seeing value from the Trakref solution and services.
  • Proactive Customer Health Monitoring resulting in Risk Mitigation Plans or Success Plans.
  • Identify upsell opportunities to drive NRR and partner with Sales to execute expansions.
  • Maximize the uplift on renewals either independently or partnering with sales.
  • Effectively present demo’s for the TR Solution to support upsell opportunities.
  • Work cross-functionally to project manage IT driven engagements such as: integrations, migrations, and version upgrades.
  • Deliver one-off and planned training sessions with customers.
  • Help the customer with standard configuration and support their ongoing reporting needs.
  • Act as the liaison between the customer and product being that voice of the customer internally within Trakref.
  • Communicate with Customers both 1:1 and 1:N on releases
  • Ensure that SLAs and activities associated with BOSS are being executed in alignment with the Customer’s agreement.
  • Manage operational activities associated with the account including updating customer data, contacts, and agreements in TR and SFDC.


Ability to Multitask: Proven ability to manage multiple issues and/or projects successfully bringing them all to resolution in a timely manner.

Problem Solving: Anticipates problems, recognizes, and accurately evaluates the signs of a problem and analyzes current procedures for possible improvements.

Customer Service: Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction. Respects all internal and external customers and uses a team approach when dealing with customers in order to exceed customer expectations. Detail

Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.


  • Associate or bachelor’s degree in Business, Marketing, or related field or equivalent experience.
  • A minimum of 1-3 years as a CSM successfully supporting enterprise software, preferably within facilities management, SaaS, or related industries.
  • Excellent verbal and written communication skills, including the ability to deliver compelling presentations and proposals.
  • Ability to network and build trust both internally and externally.
  • Comfortable working in a fast-paced, dynamic startup environment with the ability to quickly adapt to changes.
  • Ability to travel 20% of the time as business dictates.
  • BONUS: Experience with understanding how value is measured in Facilities Management SaaS environments
  • BONUS:  Skilled at using a CRM system and project management tools such as Salesforce and Clickup to summarize customer interactions and build renewal quotes
  • BONUS:  Familiarity with workflow and business processes associated with Facilities Management organizations is a plus

How to Apply

Send your resume to hr@fexa.io and put the job title in the subject line


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