Senior Manager, Client Services

Posted 18 days agoViewed

💎 Seniority level: Manager, 5+ years

📍 Location: Canada

💸 Salary: 109000.0 - 136000.0 USD per year

🔍 Industry: FinTech

🏢 Company: Procurify👥 101-250💰 $20,000,000 7 months agoCloud Computing SaaS Supply Chain Management Enterprise Software FinTech Software Procurement

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipProject ManagementData AnalysisPeople ManagementCross-functional Team LeadershipOperations ManagementCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMentoringCoachingAccount ManagementReportingRecruitmentClient relationship managementSales experienceTeam managementStakeholder managementStrategic thinkingProcess improvementChange ManagementCustomer SuccessSaaSBudget management

Requirements:

5+ years of experience leading technical customer-facing teams, including Professional Services, Implementation, and Support, in a SaaS or FinTech environment
Strong people leadership experience with a proven track record of building, managing, and motivating high-performing, remote-first teams
A strategic thinker with deep operational knowledge of service delivery, including process development, forecasting, and capacity/resource planning
Exceptional communication and stakeholder management skills, with the ability to influence and align across departments
A customer-obsessed leader who uses data to drive decisions, surface insights, and continuously improve the customer journey
A problem-solver who leverages AI and technology to drive outcomes, support KPI targets, and scalability

Responsibilities:

Drive team performance across Implementation, Professional Services, and Technical Support: Lead, coach, and grow three critical customer-facing functions to deliver a cohesive and high-impact client experience throughout the post-sale journey.
Scale and optimize service delivery processes: Continuously evolve delivery frameworks and methodologies across all teams to support a growing and diverse customer base while improving operational efficiency.
Build and enable high-performing teams: Recruit, retain, and develop exceptional team members. Foster a culture of accountability, feedback, and growth through regular 1:1s, performance reviews, and career development planning.
Strengthen cross-functional collaboration: Partner with teams across Customer Experience, Product, Sales, and Engineering to advocate for the voice of the customer and drive alignment on business outcomes.
Act as point of escalation and champion for client outcomes: Support teams in resolving complex client issues, ensuring we maintain trusted advisor relationships and long-term retention.
Deliver insights to inform strategy and continuous improvement: Leverage data, team input, and customer feedback to refine the end-to-end post-sale journey and influence future product and service development.

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