Vice President

20 hours ago

Toronto, Ontario, Canada TalentMap Full time $120,000 - $180,000 per year

|
Vice President (VP) of Client Success | Hybrid

The Opportunity

Scale our client services operation supporting ~100 clients annually ($25K average contract value). Lead a team of ~5, reporting to the Integrator in our EOS leadership structure. Balance hands-on client engagement with strategic leadership to improve retention, expansion, and margins.

Core Responsibilities

Lead & Develop Team:
Hire, coach, and build a high-performing team (2 Project Managers, 1 Account Manager, 2 I/O Psychology Consultants) ready to scale

Own Customer Journey (AREA Framework):
Guide clients through Adoption, Retention, Expansion, and Advocacy stages while ensuring delivery aligns with contracts and gross margin targets

Optimize Systems & Processes:
Leverage Compass, Salesforce, and Amplitude to build scalable systems, develop client usage analytics, and create accurate renewal pipeline for revenue forecasting

Collaborate Cross-Functionally:
Partner with VP Sales to align delivery with sales commitments; work with Product Development on customer feedback; operate within EOS leadership team

Key Metrics

Gross Margin | NPS | Client Adoption | Retention Rate | Expansion Rate | Advocacy Rate

First 6-12 Months Success

  • First 6 months you will be managing client projects hands-on to master our delivery model
  • After first 6 months - you will help build Amplitude analytics dashboard showing client software usage patterns
  • After first 6 months - Implement accurate contract renewal pipeline for leadership forecasting
  • Execute quick wins improving retention and expansion rates

What You Bring

Required:

  • 7+ years in professional services with Director-level+ leadership experience
  • Scaled high-volume, project-based services businesses
  • Experience with hands-on project management for client projects from start to finish.
  • Background in consulting, market research, B2B SaaS services, or HR tech
  • Track record managing retention, renewal, and expansion programs
  • Tech-savvy with Salesforce experience; analytics platform experience (Amplitude, Klient and/or similar)

Leadership Style:

  • Is assertive and confident in creating structures, processes, and leading small teams
  • Balances strategic thinking with hands-on execution
  • Data-driven decision maker who translates analytics into action
  • Strong coach building scalable processes and systems
  • Excellent cross-functional collaborator

Full details and application info available at:

Note: Those that apply through Linkedin or channels other than Indeed will not be reviewed.

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