Client Growth and Support Manager

247 Labs Inc.; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

247 Labs Inc. is hiring a Client Growth and Support Manager to own the live client support and drive account growth from renewals and upsells. Based in Toronto, you will manage proactive client care, ensure SLA-compliant responses, and collaborate with Sales, Project Managers, and Finance to scale support offerings.

You will own monthly reporting on client health, usage, and upsell opportunities, while ensuring smooth handoffs at go-lives and accurate invoicing for support work.

Qualifications

• 4+ years in client success, account management, or technical support.

Responsibilities

• Own the live client support operations: triage issues, ensure timely response and resolution.

Tools

Jira

HubSpot CRM

Job description

247labs is a leading software development company headquartered in Toronto, Canada. We specialize in providing custom software solutions, mobile app development, web development, and digital transformation services to clients across various industries. Our team of experienced professionals is dedicated to delivering innovative, high-quality solutions that drive business growth and exceed client expectations.

• Toronto, ON

Position Overview:

About the role
When a project goes live, the client needs one person who owns their application from then on. You run support for every live client: issues are triaged, fixed and communicated on time.
This is not a reactive help desk. You check in before clients have to ask, spot what would make their product better, and turn that into support packages, renewals and new work. You will also own the Support section of 247 Workspace, the dashboard every 247 Labs client receives.

Responsibilities

Support operations:

• Own the support queue for all live client applications: triage, prioritize and route each issue to the right developer.
• Meet the response and resolution times in each client’s support agreement.
• Run incident communication: impact, status, next update and root cause once fixed.
• Keep support documentation and client contacts up to date.

Proactive account care:

• Hold a check-in with every supported client at least monthly.
• Review each application’s health, usage and open issues before problems reach the client.
• Share improvement ideas and relevant new technology, including through 247 Workspace.

Growth and upsell:

• Offer a support package at every go-live and manage renewals.
• Find enhancement and new-project opportunities; scope small ones and hand larger ones to Sales with full context.
• Meet a quarterly upsell target agreed with the COO.

Reporting and collaboration:

• Report monthly on support volume, response times, client satisfaction and upsell pipeline.
• Take handover from Project Managers and Scrum Masters at go-live, and work with Finance so support work is invoiced.

What you bring:

• 4 or more years in client success, account management or technical support at a software agency or SaaS company.
• A track record of growing accounts through renewals, upsells or expansion work.
• Working knowledge of how web, mobile and AI applications are built, released and supported.
• Experience running a support queue with service levels in Jira or a similar tool.
• Clear written and spoken English, and confidence presenting to client leadership.
• A proactive habit: you follow up before the client has to ask.
• ITIL Foundation or similar service-management training.
• Experience with HubSpot or another CRM for tracking renewals and opportunities.
• Background with clients in healthcare, insurance or retail.
• Experience managing time-tracked support retainers.

247 Labs is hiring a Client Growth and Support Manager for Toronto/Canada based candidates, to keep every live client application healthy and to grow those accounts through support packages, renewals and new work.