Associate Director, Client Success

Associate Director, Client Success (Remote) Full-Time Associate Director, Client Success Sales, Marketing and Customer Solutions (SMCS) Reporting to: Director, Client Success and Business Development Compensation: $ 102K
- $131K CAD

Location:
Remote
- Canada(Candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia or willing to relocate) World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. For more information about WES, please visit our website at The Associate Director (AD) Client Success plays a critical leadership role in driving client retention, expansion, and organic growth across WES' portfolio of academic, government, and regulatory partners in the United States. This role operates as a strategic business owner, accountable for performance across a portfolio of 7,000+ client accounts, while driving renewals, deepening engagement within existing accounts, and increasing volumes through upsell and cross-sell strategies. This AD role manages a small team of Client Success professionals while reporting to the Director of Client Success & Business Development. Own performance across a 7,000+ account portfolio, with accountability for retention, expansion, and organic growth Develop and execute strategies to increase client volume and maximize account value within existing accounts Manage portfolio performance against defined retention and expansion targets (quota), including ownership of forecasting and reporting to leadership Establish segmentation and prioritization strategies to effectively manage and scale engagement across the client base Serve as senior relationship owner for strategic and high-value accounts, leading complex engagements with executive presence and credibility Own resolution of complex client issues and executive-level escalations, ensuring timely and aligned outcomes Own visibility into portfolio performance, including retention, volume trends, and growth opportunities Architect and optimize Salesforce reporting capabilities, including tracking of margin, profitability, and financial impact across key accounts Leverage data and insights to inform strategy, decision-making, and risk mitigation, ensuring strong CRM data integrity and reporting accuracy Lead, coach, and develop a team of Client Success professionals, setting clear expectations for ownership, communication, and performance Drive accountability, capability building, and continuous improvement across the team Leverage data and insights to inform strategy, decision-making, and risk mitigation, ensuring strong CRM data integrity and reporting accuracy Set clear expectations and provide resources for support to ensure optimum performance Bachelor's degree in business, public administration, education, or related field (Master's preferred) 8+ years of experience in client success, account management, or revenue-focused roles, with increasing scope and responsibility 3+ years of experience leading and developing high-performing teams, with a demonstrated ability to drive accountability, staff development and performance Demonstrated success managing large-scale, complex client portfolios (5,000+ accounts preferred;Experience operating in a quota-driven or revenue-accountable environment, including ownership of forecasting and performance tracking Strong experience with Salesforce CRM and reporting, including ability to leverage data to drive decision-making and business outcomes Demonstrated experience with data analysis and performance reporting, using insights to inform strategy and optimize results Proven ability to manage complex, high-profile client relationships, ideally within government, higher education, or regulated environments Willingness and ability to travel up to 30-50% as needed Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide. You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements. Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework,