Customer Success Manager

**Client Success Manager**

**Career Level 4 (manager level)**

**Fully remote opportunity based in Canada**

**CAD 80,000 - 100,000 per annum DOE**

**Closing date: 31 July 2025**

To manage the execution of client subscriptions to assure that what we promise is delivered and to work to increase revenues from clients, who increase services from us as you have led your team to exceed client expectations.

Success in this role will be measured by revenue growth from existing clients, client retention, and customer satisfaction.

Remote - within 1.5 hours commuting distance to Toronto, and must be a Resident of Ontario, Canada.

**Responsibilities**:
Client Relationship Management
- Update at least twice annually lists of users of Services at Accounts and administrative contacts at Accounts
- Serve as the primary point of contact for a portfolio of subscription-based clients, leveraging other resources to the extent possible to service clients.
- Build and maintain strong, long-term relationships to ensure client satisfaction and retention.
- Facilitate access to Climate Bonds’ experts, tools, and resources to maximize client value.
- Create opportunities for clients to participate in the development of guidance, standards, and thought leadership initiatives.

Subscriber Revenue Growth
- Identify new sales opportunities within the existing client base and coordinate with the appropriate sales or business development teams to pursue them.
- Support annual fee increases in line with or above inflation, ensuring clear communication and value justification to clients.
- Contract Execution and Service Delivery
- Ensure that all contractual commitments to clients are delivered accurately, on time, and to a high standard.
- Monitor service delivery against agreed terms and proactively address any gaps or risks.

Service Integration and Maintenance
- Ensure that all services managed by the team are kept up to date with changes introduced by Product Managers.
- Support the effective rollout and integration of new services into the client experience, ensuring the team is trained and equipped to deliver them consistently and at a high standard.

Subscription Invoicing and Systems Improvement
- Oversee the accuracy and timeliness of subscription invoicing and renewals.
- Collaborate with IT and finance teams to identify system improvements that support efficient subscription management.
- Develop and present business cases for enhanced software tools or automation to improve service delivery and operational efficiency.

Reporting & Insights
- Generate regular reports on client engagement, satisfaction, and service performance.
- Provide insights and recommendations to senior leadership based on client feedback and data.

Team Leadership
- Supervise and support a team of client service representatives or account managers.
- Provide coaching, training, and performance feedback to ensure high-quality service delivery.
- Act as a “player-coach” by both managing the team and directly handling key client accounts.

Support Directorate and Organisation
- Be proactive as a member of the management team within the Climate Services Directorate, contributing to the wider business of the Directorate and organisation beyond your remit.
- Perform other duties as directed or as needed.

Issue Resolution
- Handle escalated client issues with professionalism and urgency.
- Ensure timely resolution and follow-up to maintain client trust and satisfaction.

**Requirements**:

- Bachelor's degree in business administration or a related field or equivalent
- 2+ years’ experience as an inbound sales manager, customer service manager, call centre manager or inside sales manager or similar sales or direct customer support functions.
- Hands on experience with CRM and, or ERP software, and office productivity tools
- Managed a team/people management
- 2+ years of sales, or in a role that directly supported sales teams
- B2B experience

**Benefits**
- Impactful responsibilities from the day you join with responsibility for your own learning curve, the role is what you make of it and the possibilities depend on you.
- Amazing opportunities for career progression and structured career development - we’ll work with you to explore your learning development and career potential
- We offer a structured and bespoke induction programme specifically suited to the team you’ll be joining and the specific role you’ll be doing. During your first few months, you’ll be given all the training you need to succeed in your role.
- An international and diverse work atmosphere
- The chance to be part of our rapid growth and play a key role in the next exciting phase of Climate Bonds Initiative journey