Job Description

Customer Experience & Advisory Manager

Toronto, ON – Hybrid (3 Days a Week)
Technology, SaaS & Cybersecurity Services
Competitive salary $150,000–$200,000 + bonus, benefits, and collaborative culture

Our client, a leading organization in the cybersecurity and digital risk advisory space, is seeking a Customer Experience & Advisory Lead to elevate how enterprise clients engage, derive value, and experience long-term partnership.

This role goes beyond relationship management, it is focused on owning the end-to-end client experience, acting as a trusted advisor to executive stakeholders, and ensuring clients achieve measurable outcomes aligned with their business and cybersecurity priorities.

You will partner closely with C-suite leaders, guiding them through evolving risk landscapes, enhancing engagement strategies, and driving a consistent, high-impact customer experience across the lifecycle.

What You’ll Do

• Own and enhance the end-to-end customer experience across key enterprise accounts
• Act as a strategic advisor to executive stakeholders, aligning cybersecurity initiatives with business objectives
• Lead Executive Business Reviews (EBRs) and advisory sessions focused on value realization and risk mitigation
• Translate complex cybersecurity insights into clear, business-relevant recommendations
• Identify opportunities to improve client experience, engagement, and retention
• Drive proactive engagement strategies based on client maturity, risk posture, and industry trends
• Partner with internal teams (Sales, Delivery, Product, Security) to ensure a seamless and consistent client journey
• Manage escalations with a solution-oriented, advisory approach, ensuring client confidence and satisfaction
• Contribute to customer success strategies, renewal planning, and long-term account growth
• Gather client feedback and insights to influence service delivery, product direction, and experience improvements
• Represent the organization at executive forums, industry events, and client engagements

The Ideal Candidate

• 10+ years in customer experience, client advisory, customer success, or strategic account roles within technology, cybersecurity, or professional services
• Strong advisory background (consulting, risk advisory, or strategic client engagement preferred)
• Proven ability to influence and engage C-suite stakeholders with confidence and credibility
• Experience translating technical or cybersecurity concepts into business-focused insights
• Demonstrated success in driving client satisfaction, retention, and long-term value
• Strategic thinker with the ability to anticipate client needs and shape engagement approaches
• Excellent communication, executive presence, and storytelling ability
• Comfortable operating in complex, fast-paced enterprise environments
• Strong cross-functional collaborator across commercial, delivery, and technical teams
• Experience in customer journey optimization, CX strategy, or client lifecycle management is a strong asset

Nice-to-Have

• Background in consulting, Big 4 advisory, or cybersecurity services
• Exposure to digital risk, compliance, or enterprise security programs
• Experience working with Fortune 500 / large enterprise clients