Job Description

Accountabilities:

• 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.
• Oversee client-facing deliverables and interactions to ensure they are accurate, timely, relevant, and executive-ready.
• Lead the resolution of complex client challenges and executive-level escalations, driving timely and effective outcomes.
• Maintain visibility into portfolio performance, including retention trends, client volumes, growth opportunities, profitability, and potential risks.
• Optimize Salesforce reporting and CRM capabilities to improve visibility into margin, profitability, financial impact, and account performance.
• Use data analysis and client insights to inform strategy, strengthen decision-making, mitigate risks, and improve business outcomes.
• Lead, coach, and develop a team of Client Success professionals, establishing clear expectations around ownership, communication, accountability, and performance.
• Drive continuous improvement and capability building across the team while providing development opportunities and the resources needed for success.
• Partner with cross-functional stakeholders to align renewal, forecasting, expansion, and client experience strategies.
• Translate client feedback and market insights into actionable recommendations that improve processes, products, and overall client experience.

Requirements:

• Bachelor’s degree in business, public administration, education, or a related field; a Master’s degree is 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, with a demonstrated ability to drive accountability, staff development, and results.
• Proven track record of owning client retention, expansion, and portfolio growth, including responsibility for revenue- or volume-based targets.
• Experience managing large-scale, complex client portfolios, ideally involving 5,000+ accounts and preferably 10,000+.
• Experience working in quota-driven or revenue-accountable environments, including forecasting and performance management.
• Strong Salesforce CRM and reporting expertise, with the ability to leverage data to guide decisions and improve business performance.
• Demonstrated data analysis and performance reporting capabilities, using insights to identify opportunities and optimize results.
• Experience managing complex, high-profile client relationships, ideally within government, higher education, or regulated environments.
• Proven ability to operate effectively within cross-functional and matrixed organizations, influence stakeholders, and build alignment.
• Strong strategic and execution-oriented mindset, with the ability to translate priorities into measurable outcomes.
• Excellent communication, relationship-building, problem-solving, and executive presence skills.
• A strong commitment to inclusive, collaborative, and purpose-driven work environments.
• Willingness and ability to travel approximately 30–50% as needed is preferred.

Benefits:

• Competitive annual compensation of $102,000–$131,000 CAD
• 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.
• Flexible scheduling and work-life balance supported by generous time-off policies.
• Comprehensive benefits designed to support health, wellness, and overall employee well-being.
• Professional development through training, continuous learning opportunities, and tuition reimbursement programs.
• Career advancement opportunities within an employee-focused and growth-oriented environment.
• Recognition programs and competitive rewards that acknowledge employee contributions and performance.
• Opportunity to contribute to purpose-driven work with meaningful social and global impact.
• Inclusive and collaborative culture with employee resource groups, town halls, team activities, volunteer opportunities, and diversity-focused initiatives.
• Opportunities to work with colleagues and stakeholders from diverse cultural and professional backgrounds.
• Potential travel opportunities of approximately 30–50% depending on business needs.