Associate Director, Client Success
New
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JobgetherCustomer Success
Remote work opportunity within Canada, with eligibility for candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, or Nova Scotia, or those willing to relocate.Full-TimeDirector
Salary102,000 - 131,000 CAD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- LeadershipData AnalysisSalesforceAccount ManagementCRM
Requirements
- Bachelor’s degree in business, public administration, education, or a related field (Master’s degree preferred).
- 8+ years of progressive experience in client success, account management, business development, or revenue-focused roles.
- At least 3 years of experience leading and developing high-performing teams.
- Proven track record of owning client retention, expansion, and portfolio growth.
- Experience managing large-scale, complex client portfolios (5,000+ accounts preferred).
- Experience working in quota-driven or revenue-accountable environments.
- Strong Salesforce CRM and reporting expertise.
- Demonstrated data analysis and performance reporting capabilities.
- Experience managing complex, high-profile client relationships, ideally within government, higher education, or regulated environments.
- Willingness and ability to travel approximately 30–50% as needed.
Responsibilities
- Own performance across a portfolio of 7,000+ accounts, with accountability for client retention, expansion, organic growth, and overall account value.
- Develop and execute portfolio strategies designed to increase client volumes, strengthen engagement, and identify upsell and cross-sell opportunities.
- Manage retention and expansion targets, including forecasting, performance tracking, reporting, and communication of results to senior leadership.
- Establish segmentation and prioritization strategies to scale client engagement effectively across a large and complex portfolio.
- Serve as the senior relationship owner for strategic and high-value accounts, managing complex engagements with credibility and executive presence.
- Optimize Salesforce reporting and CRM capabilities to improve visibility into margin, profitability, financial impact, and account performance.
- Lead, coach, and develop a team of Client Success professionals, establishing clear expectations around ownership, communication, accountability, and performance.
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