Client Success Manager (Toronto-based - Remote)

Client Success Manager

The Client Success Manager will take a key role in managing our large and growing roster of sponsors and making sure they achieve their goals.

In this role you would be primarily responsible for supporting our customers, helping make sure they are getting a positive return on their partnership with us by understanding their needs and objectives, building strong personal relationships and delivering an outstanding experience.

The role is focused on daily delivery of high-touch service via email, phone, and face-to-face communication, coordinating with clients on logistics, in addition to helping them meet their overall partnership goals by engaging with our audience.

This role is critical to the company, creating and nurturing strong client relationships to ensure high levels of satisfaction, renewals, and long-term loyalty.

To be successful in this role, you must possess a strong work ethic, as well as excellent organizational and interpersonal skills.

This is a remote position, and also includes regular travel to other cities for in-person events.

Responsibilities:

• Deliver an exceptional customer experience throughout the post-sales journey
• Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
• Onboard clients, understand their needs, and ensure customers gain value from our product
• Ensure client event experience exceeds expectations and leads to positive reviews and contract renewal
• Manage all client deliverables and information flow in a timely and accurate manner
• Assist with logistics of gathering client materials including travel and shipping
• Conduct post-event feedback calls to assess areas for improvement and opportunities for upsell/renewal
• Prepare weekly, monthly or quarterly reports
• Format information for internal and external communication – memos, emails, presentations, reports
• Own key performance indicators including renewal rate and customer satisfaction scores