Senior Manager, Client Success in Canada Creek, Nova Scotia at Jobgether

• Lead, mentor, and develop a team of Client Success Managers responsible for enterprise accounts, fostering accountability, collaboration, and continuous improvement.
• Design and implement scalable client success frameworks that drive consistent product adoption, retention, and measurable outcomes across the client portfolio.
• Serve as the primary escalation point for complex enterprise client issues, balancing urgency, client impact, contractual obligations, and cross-functional considerations.
• Build trusted-advisor relationships with senior client stakeholders, developing a deep understanding of their objectives and proactively anticipating their needs.
• Collaborate with third-party implementation partners to align on account status, delivery timelines, client expectations, and escalation management across partner-led and internal engagements.
• Identify expansion opportunities across the client portfolio, including additional modules, services, or scope, and coordinate effective transitions to Professional Services for scoping and delivery.
• Partner with Product, Engineering, Sales, and Account Management teams to translate client feedback into product roadmap insights and support renewal and expansion discussions.
• Monitor retention, health-score, adoption, and engagement metrics to identify risks and opportunities early and drive proactive interventions.
• Establish clear performance objectives for Client Success Managers and provide regular coaching, feedback, and development support.
• Ensure enterprise-level service-level agreements and contractual commitments are consistently fulfilled.
• Translate client success strategy into scalable frameworks, clear team objectives, and adaptable approaches across different engagement models.
• Make timely, values-aligned decisions on complex client escalations while maintaining strong relationships and service standards.
• Build a culture of continuous learning and development, providing team members with clear expectations, actionable feedback, and opportunities for growth.
• Work collaboratively across internal teams and implementation partners to ensure client feedback is heard, understood, and translated into meaningful action.

Requirements:

• 8+ years of experience in Client Success, Account Management, or a related field, including at least 3 years leading teams responsible for enterprise accounts.
• Demonstrated experience managing a client success portfolio within a SaaS or platform environment.
• Proven ability to identify expansion opportunities and transition them effectively to professional services or delivery teams.
• Experience collaborating with third-party implementation or delivery partners within a SaaS or enterprise technology environment.
• Strong understanding of shared accountability and cross-functional coordination in delivering successful client outcomes.
• Working proficiency with client success metrics and reporting tools, including health scoring, retention analytics, CRM systems, or customer success platforms.
• Professional experience in SaaS or enterprise technology environments.
• Experience or working knowledge of the philanthropic sector is preferred, including its trends, challenges, and best practices for supporting mission-driven organizations.
• Strong strategic thinking and the ability to translate broader client success objectives into practical team frameworks and measurable goals.
• Strong decision-making skills, particularly when handling complex enterprise escalations and competing client, contractual, and business priorities.
• Excellent executive-level communication and relationship-building skills.
• Demonstrated ability to coach, develop, and motivate high-performing client success professionals.
• Strong analytical skills and the ability to use customer data to identify risks, opportunities, and performance trends.
• Ability to collaborate effectively with Product, Engineering, Sales, Account Management, Professional Services, and external partners.
• Must be legally eligible to work in the United States.

Benefits:

• Remote-first work environment with flexibility to work remotely or from available office hubs.
• Competitive salary and benefits package.
• Flexible PTO policy designed to support personal well-being and professional responsibilities.
• Tuition and lifestyle reimbursement programs.
• Mindfulness and fitness initiatives.
• Opportunities for professional and personal development.
• Exposure to diverse teams, expertise, projects, and industries within a larger organization.
• Opportunities for internal mobility, including leadership roles and transitions across departments.
• High level of autonomy and responsibility, encouraging creative and independent approaches to work.
• Employee recognition programs celebrating individual and team contributions.
• Inclusive workplace committed to equal opportunity and accessibility throughout the hiring and employment process.