Client Success Manager

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 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 $66,000- $82,000 What excites us We are looking for a candidate with SaaS experience who is passionate about building strong customer relationships and ensuring clients achieve maximum value from our platform. Your ability to drive client satisfaction will play a key role in maximizing revenue growth within your portfolio. You thrive on helping others succeed and excel in fast-paced, dynamic environments where entrepreneurial thinking and collaboration are essential. You’re not just adaptable—you embrace change, challenge the status quo, and bring curiosity, energy, and relentless drive to everything you do. If you love solving problems, pushing boundaries, and making an impact, we can’t wait to hear from you Working at Kira We are a remote-first organization, and we have people working throughout North America. Candidate must be eligible to work and reside 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 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. #J-18808-Ljbffr