Client Success Manager

2 months ago

Toronto, Canada Get A-Head Full time

**Client Success Manager**

**Objectives of this Role**
- Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Maintain existing customer success metrics and data as directed

**Daily and Monthly Responsibilities**
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
- Work with the sales and marketing team to drill customer references and develop case studies

**Required Skills and Qualifications**
- 3-5 years of experience in communications, marketing, sales, account management, or customer success
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities

**Preferred Qualifications**
- Bachelor’s degree
- Knowledge of SalesForce and project management tools
- Event planning experience a plus

**Salary**: $65,000.00-$80,000.00 per year

**Benefits**:

- Extended health care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- TORONTO, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in TORONTO, ON

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