Client Success Manager .
As a Client Success Manager, based in Toronto, you will play a pivotal role in ensuring the satisfaction and success of our clients. You will be responsible for building strong relationships, understanding client needs, and collaborating with internal teams to deliver exceptional service.
Your key responsibilities include onboarding new clients, providing ongoing support, identifying opportunities for revenue expansion, addressing any challenges that may arise, and monitoring client health/growth.
The role requires a customer-centric approach, excellent communication skills, and the ability to strategise and implement solutions to enhance client satisfaction and drive long-term partnerships.
Key Responsibilities:
- Make sure that all clients are taken through the onboarding processes and on-boarded, ensuring clients receive value quickly and a fully engaged team for both retainers and big projects.
- To obtain feedback/suggestions from customers in order to determine what the company is doing right or wrong, and what might need to change in order to increase customer satisfaction and retention.
- Act as the client advocate in sprint meetings
- Filling in the quarterly strategic review documents, and regular monthly client health checks are documented to ensure that the client is adequately represented.
- Contribute to revenue generation through renewals or upsells.
- Create advocate among SAF client base.
- Ensure time is logged on projects, boards are up to date and that the team are aligned on the PM tool
- Owning and running the weekly syncs
- Advising clients with HubSpot consultancy and knowledge base support
- Check in on monthly performance against set goals
- Keep tabs with clients to obtain feedback/suggestions in order to determine improvement opportunities for customer satisfaction and retention
- Collaborate with internal teams to ensure the timely and successful delivery of services and solutions that meet clients' needs.
- Ensure smooth Sales & Account Management handover - All client goals and details are clear from sales.
- Relationship Building
- Customer NPS
- Client Issues
- Customer Champion
- Renewals
- Ensure monthly reports are issued within the first 7 days of the following month
- Upskilling
- Exit management
Skills & Experience
- Bachelor's degree in Marketing, Business, or a related field.
- Proven experience in client success, account management, or a similar client-facing role within the marketing agency or SaaS industry.
- 3+years B2B digital/marketing agency experience
- Ability to analyze, diagnose and solve problems or issues.
- Plan and prioritize based on predicted outcomes.
- Identify upsell opportunities
- An aptitude for problem solving
- Strong understanding of the SAF processes and how to administer them.
- Experience of working in an agile environment (project management)
- A passion for ‘tech-led’ client outcomes
- Experience actually "doing marketing" not just reporting on activity
- An amazing customer experience mindset
- Fully Bilingual (a nice to have but not a must)
- A desire to be part of a very rapidly growing agency
- All relevant Hubspot certifications
What you’ll get
- Salary of up to $58,000 to $62,000
- 25 Days annual leave + Holiday buyback scheme
- Pension scheme
- Quarterly On Target Earnings
- Yearly conference budget
- Working in a rapidly growing, playful business
- Investment in your learning and development
