Client Experience Associate — Growth, Retention & Upsell (Hybrid)

Capital Economics; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Good annual leave

Life assurance

Medical insurance

Hybrid working

Flexible working policy

Training & development

Maternity and paternity policies

Thriving social committee

Job summary

Capital Economics seeks a proactive Junior Client Experience Manager to sustain and deepen relationships across Gateway accounts. You will drive renewals, demonstrate value, and uncover upsell opportunities, contributing to revenue growth and client satisfaction in a dynamic SaaS environment.

Ideal candidates are relationship builders who leverage CRM tools and analytics to tailor interactions, coordinate with Sales, Finance, Product and Economist teams, and deliver exceptional client outcomes.

Qualifications

• 1-3 years in a client-facing role such as account management, client success, or sales support.
• Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key.
• Understanding of macroeconomics is desirable.
• Value selling experience useful, MEDDPIC methodology helpful.
• Strong interpersonal and communication skills with the ability to build relationships.
• Ability to analyze data and generate actionable insights to improve client outcomes.
• Experience using CRM software including Salesforce and Tableau.
• Strong problem-solving skills and the ability to work independently.
• Organized, proactive, and capable of managing multiple accounts simultaneously.
• Passion for delivering excellent service and advocating for client needs.

Responsibilities

• Proactively manage renewal processes and negotiate contract terms.
• Build and maintain strong relationships with users across Gateway accounts.
• Monitor client engagement and usage metrics to identify at-risk accounts.
• Share relevant content and thought leadership articles to maintain value perception.
• Conduct regular check-ins and strategic reviews with key clients.
• Promote webinars, Q&A sessions, and periodic events to keep clients informed and engaged.
• Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues.
• Support Net Promoter Score (NPS) improvement initiatives.
• Present premium solutions or higher-tier packages aligned with client goals.
• Document all interactions and updates in the CRM system.

Skills

Account management

Sales support

Interpersonal skills

Data analysis

Relationship building

Upselling

Cross-selling

Communication

MEDDPIC

Tools

Salesforce

Tableau

Job description

Capital Economics seeks a proactive Junior Client Experience Manager to sustain and deepen relationships across Gateway accounts. You will drive renewals, demonstrate value, and uncover upsell opportunities, contributing to revenue growth and client satisfaction in a dynamic SaaS environment.

Ideal candidates are relationship builders who leverage CRM tools and analytics to tailor interactions, coordinate with Sales, Finance, Product and Economist teams, and deliver exceptional client outcomes.