Client Success Manager

Summary

Join From Day One as a Client Success Manager and play a key role in managing our growing roster of sponsors, ensuring they achieve their goals. You will be the primary point of contact for clients, building strong relationships and delivering exceptional service. Responsibilities include onboarding clients, understanding their needs, managing deliverables, and ensuring positive event experiences. This remote position requires a 4-year college degree, 3+ years of relevant experience, and excellent communication and organizational skills. Regular travel to other cities for in-person events is required. The position offers a competitive salary of $75,000 CAD per year with opportunities for advancement and raises.

Requirements

• This position requires a 4-year college/university degree at minimum
• Candidates should have a strong academic background and a minimum of 3 years of full-time, professional post-graduation experience
• Direct experience in customer/client success, ideally in events, conferences, hospitality or sales
• Basic knowledge of business software such as MS Office products, Google For Business, or similar
• Outstanding organizational and time management skills
• Excellent verbal and written communications skills

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

Benefits

• This is a full-time salaried position
• Starting salary is $75,000 CAD per year with opportunities for regular advancement and raises
• This position is remote, but please be available to meet with stakeholders based in or near the greater Toronto area if requested