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Team: Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Client Success based in Canada.
This role sits at the center of client relationships, growth, and delivery excellence within a digital services environment. You will be responsible for ensuring clients consistently achieve value from their partnership while identifying opportunities to expand engagement over time. Acting as a trusted advisor, you will coordinate across internal teams to keep projects aligned, on track, and focused on business outcomes. The role blends relationship management, account growth, and operational oversight in a fast-paced, collaborative agency setting. You will play a key role in shaping the client experience, ensuring clarity, responsiveness, and consistency across all touchpoints. This is an opportunity for a proactive relationship builder who thrives in complex, multi-stakeholder environments and enjoys helping clients achieve measurable digital transformation outcomes. The environment is highly collaborative, growth-oriented, and focused on delivering meaningful impact through technology and design.
Accountabilities:
- Manage a portfolio of client accounts, balancing retention, satisfaction, and growth potential based on account complexity and strategic value.
- Serve as the primary day-to-day relationship lead, ensuring strong communication and alignment across client stakeholders and internal teams.
- Drive account growth by identifying upsell and cross-sell opportunities and supporting account expansion strategies.
- Develop and maintain account plans that align client business objectives with service capabilities and delivery roadmaps.
- Ensure client expectations are clearly defined, actively managed, and consistently met across all engagements.
- Coordinate cross-functional teams to ensure seamless execution and a unified client experience across all touchpoints.
- Monitor account health, performance, and delivery progress while proactively identifying risks and escalation needs.
- Support renewal discussions and long-term account planning to ensure sustainable client partnerships.
- Build strong relationships with client stakeholders through consistent communication, responsiveness, and trust.
- Foster collaboration across internal teams and contribute to continuous improvement of Client Success practices.
- 5–8 years of experience in client success, account management, consulting, or professional services environments, ideally within digital, agency, or technology sectors.
- Experience managing multiple client accounts with exposure to digital experience, web platforms, or eCommerce ecosystems.
- Familiarity with technologies such as Sitecore, Contentstack, Webflow, Optimizely, Shopify, Magento/Adobe Commerce, or similar platforms is an asset.
- Strong ability to manage complex, multi-stakeholder relationships and coordinate across internal delivery teams.
- Excellent communication skills with the ability to build trust, influence stakeholders, and manage expectations effectively.
- Highly organized and proactive, with strong prioritization and multitasking capabilities.
- Strong commercial awareness and ability to identify growth opportunities within existing accounts.
- Collaborative mindset with the ability to operate effectively in fast-paced, cross-functional environments.
- Bachelor’s degree or equivalent professional experience preferred.
- Competitive compensation with performance-based considerations.
- Comprehensive health coverage including medical, dental, life, and disability insurance.
- RRSP retirement savings plan to support long-term financial wellbeing.
- Generous paid time off, company holidays, and sick leave from day one.
- Fully remote-enabled work environment with flexibility across Canada.
- Ongoing training, development, and career growth opportunities.
- Strong emphasis on work-life balance and employee wellbeing.
- Inclusive, diverse, and collaborative culture focused on continuous improvement.
- Access to monthly perks and additional employee support benefits.
Requirements:
Benefits:
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