Manager, Client Success

Role overview

This opportunity is posted on behalf of a partner organization that handles applications and the next stages of the process. The hiring company is seeking a Manager, Client Success in Canada.

This role is positioned at the intersection of client partnership, account expansion, and delivery quality within a digital services setting. You will help clients realize ongoing value from the relationship while spotting ways to deepen and grow engagement over time. As a dependable advisor, you will work closely with internal teams to keep work aligned, progressing smoothly, and tied to business goals. The position combines relationship ownership, account development, and operational coordination in a fast-moving, highly collaborative agency environment. It is well suited to someone who is proactive, comfortable navigating multiple stakeholders, and motivated by helping clients achieve measurable digital transformation results. The culture is collaborative, growth-focused, and centered on creating meaningful impact through technology and design.

Accountabilities

• Oversee a group of client accounts, taking into account retention, satisfaction, and expansion potential according to account complexity and strategic importance.
• Act as the main day-to-day contact, keeping communication clear and ensuring strong alignment between client stakeholders and internal teams.
• Contribute to account expansion by spotting upsell and cross-sell opportunities and backing growth plans.
• Create and maintain account plans that connect client business goals with service offerings and delivery timelines.
• Make sure client expectations are clearly set, actively managed, and consistently delivered across all engagements.
• Coordinate work across functions to provide smooth execution and a consistent experience for clients at every touchpoint.
• Track account health, performance, and delivery status, and raise risks or escalation needs early when necessary.
• Assist with renewal conversations and long-term account planning to support lasting client relationships.
• Develop trusted relationships with client stakeholders through regular communication, responsiveness, and reliability.
• Promote collaboration within internal teams and help improve Client Success processes over time.

Requirements

• Between 5 and 8 years of experience in client success, account management, consulting, or professional services, ideally in digital, agency, or technology environments.
• Experience handling several client accounts, with exposure to digital experience, web platforms, or eCommerce ecosystems.
• Knowledge of tools or platforms such as Sitecore, Contentstack, Webflow, Optimizely, Shopify, Magento/Adobe Commerce, or similar solutions is a plus.
• Strong capability in managing complex relationships with multiple stakeholders and coordinating with internal delivery teams.
• Excellent verbal and written communication, with the ability to build trust, influence stakeholders, and manage expectations effectively.
• Highly structured and self-directed, with strong prioritization and multitasking skills.
• Solid business acumen and the ability to identify growth opportunities within current accounts.
• Team-oriented approach and the ability to work well in fast-paced, cross-functional settings.
• A bachelor’s degree or equivalent professional experience is preferred.

Benefits

• Competitive pay with performance-linked considerations.
• Comprehensive coverage for medical, dental, life, and disability insurance.
• RRSP retirement savings plan to help support long-term financial wellbeing.
• Generous paid time off, company holidays, and sick leave available from the first day.
• Fully remote work setup with flexibility anywhere in Canada.
• Continued training, development, and career progression opportunities.
• Strong focus on work-life balance and employee wellbeing.
• Inclusive, diverse, and collaborative workplace with a continuous improvement mindset.
• Access to monthly perks and additional employee support benefits.

Additional information

This hiring process uses AI-supported matching to review applications quickly, consistently, and fairly against the position’s core requirements. The system helps identify the best-fitting candidates, and the resulting shortlist is shared with the hiring company. Interviews, assessments, and final next steps are managed by the employer’s internal team.

By applying, you acknowledge that your personal data may be processed to assess candidacy and shared with the hiring employer in line with applicable data protection laws, including GDPR. You may exercise your rights to access, correct, delete, or object to this processing at any time.

AI tools may also be used to support parts of the hiring workflow, including resume review, application analysis, and consistency checks. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.