Sr Client Success Manager

Join to apply for the Sr Client Success Manager (Kira Talent) role at ETS About ETS ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide. Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide. The Company Founded in 2012, Kira Talent transforms the admissions process by integrating on-demand, timed video, and written assessments with structured live interview technology. Our platform complements existing admissions requirements, allowing institutions to see the real people behind the application, not just the numbers. The Team At Kira, we tackle complex challenges in higher education by creating elegant, user‑friendly products. We’re a lean, highly collaborative team that moves quickly and works cross-functionally to drive success for both schools and applicants. If you have an entrepreneurial spirit and thrive in a startup environment, you’ll love it here. We’re committed to fostering an open, honest, and respectful workplace, shaped by the people within it. Our team values diversity and inclusion, and we strive to build and support talent that reflects our diverse culture. The Role Client Success Managers are at the heart of what makes Kira one of the highest customer-rated platforms in the higher education space. In this role, you’ll continue building that reputation by promoting Kira’s client‑centric, service‑driven mission as we scale to support growing demand. Own the end-to-end management of client accounts, including renewals, upsells, and expansion opportunities. You will be responsible for onboarding new clients, providing ongoing support, and driving growth throughout their customer lifecycle with Kira. Acting as a trusted consultant, you’ll collaborate with a diverse range of schools to ensure they maximize the value of our platform while identifying opportunities for long‑term success and expansion. As someone who thrives in a fast‑paced and collaborative work environment, you’ll approach challenges with a creative lens and a can‑do attitude, providing clients with excellent, timely, and friendly service, building relationships with key stakeholders, offering guidance on best practices, and helping inspire new approaches and ideas that will have a direct impact on their admissions process. Key Responsibilities Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive revenue retention, growth, and customer satisfaction Client Renewals & Upsells: Proactively manage contract renewals with a strong sales mindset, ensuring high retention rates and minimal churn. Identify and capitalize on opportunities to expand contract value by uncovering new revenue streams within the existing client base. Client Onboarding & Education: Lead the onboarding process for new clients, ensuring they are fully equipped to succeed on the Kira platform. Provide guidance on best practices, technology utilization, and methodology to maximize value and adoption. Customer Relationship Management & Success: Build and nurture strong client relationships by going beyond traditional service interactions. Develop a deep understanding of each client’s goals, key performance metrics, and success criteria. Proactively identify opportunities to support their objectives, ensuring they maximize the value of the Kira platform. Foster meaningful connections that drive long‑term engagement, satisfaction, and advocacy. Client Engagement, Adoption & Advocacy: Proactively drive client engagement by identifying opportunities to enhance satisfaction and maximize product adoption. Leverage client data and usage insights to recommend strategic initiatives that improve their experience and outcomes. Cultivate relationships to expand Kira’s reach by securing client referrals to other programs that may benefit from our platform. Additionally, foster customer advocacy by identifying and supporting enthusiastic clients willing to participate in webinars, provide references, contribute guest blog posts, and share their success stories. Compensation Base Salary Range: CAD $85,000 - $110,000 How to Apply We encourage you to apply if you meet at least 80% of the qualifications listed in this job description. Kira Talent is committed to fostering a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. If you require disability-related accommodations during any part of the application or hiring process, please get in touch with us at We will gladly accommodate your needs to ensure a fair and accessible process for all. What Excites Us Undergraduate degree 5+ years of relevant work experience in customer‑facing customer success, account management, or business development organizations. SaaS companies experience a benefit. Proven track record in meeting and exceeding renewal, upsell, and expansion revenue targets. Experience establishing yourself as a trusted advisor with customer partners to guide outcomes. Nurturing and empathetic with a positive attitude and energetic personality Experience in cross‑functional team environments Enjoy being challenged by a fast‑paced environment Must be eligible to reside and work in Canada ETS is mission driven and action oriented We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning. We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth As a not‑for‑profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you Equal Opportunity Employer ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Education Administration Programs #J-18808-Ljbffr