Client Success Director

Advatix, Inc; Mississauga; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

A leading company in e-commerce Supply Chain and Logistics Consulting is seeking a Client Success Director. This hybrid role requires strong leadership, relationship management, and client satisfaction strategies to ensure operational excellence and drive business growth. Ideal candidates possess a Bachelor’s degree and 7-10 years of relevant experience.

Qualifications

• 7-10 years of experience in client success or account management.
• Proven ability to manage client relationships and drive business growth.
• Experience leading and developing teams in a dynamic environment.

Responsibilities

• Ensure consistent, high-quality service delivery that meets client expectations.
• Develop and maintain deep relationships with key clients.
• Lead and mentor a client success team, promoting a culture of collaboration.

Skills

Communication

Negotiation

Relationship Building

Analytical Mindset

Education

Bachelor’s degree in Business Administration

MBA preferred

Certifications in customer success

Tools

CRM platforms

Project management tools

Data analytics software

Job description

The Client Success Director (CSD) is a leadership role responsible for ensuring client satisfaction, retention, and growth by delivering exceptional service and fostering strong relationships. This role involves strategic planning, team leadership, and cross-functional collaboration to enhance customer experience and drive business success. The CSD will oversee client success teams, implement best practices, and work closely with internal departments to ensure clients achieve their goals with the company's products and services.

Key Results Area

Service Delivery & Operational Excellence

• Ensure consistent, high-quality service delivery that meets or exceeds client expectations

• Work closely with product and technical teams to resolve client issues and improve service efficiency

• Develop and implement client success programs, including training materials and best practices.

• Leverage data and analytics to refine processes and optimize the customer journey

Client Relationship Management

• Ensure clients receive maximum value from products and services, driving satisfaction and retention

• Develop and maintain deep relationships with key clients, acting as a trusted advisor

• Oversee client onboarding and implementation, ensuring a seamless experience

• Gather client feedback to identify areas for improvement and innovation and drive change

Strategic Leadership

• Help define and execute a client success strategy that aligns with overall business goals

• Lead and mentor a client success team, promoting a culture of collaboration and client advocacy

• Establish key performance metrics to measure client satisfaction, retention, and team efficiency

• Identify industry trends and emerging needs to enhance service offerings

Business Development & Growth

• Partner with the sales team to identify expansion opportunities within existing accounts

• Develop and execute strategies for upselling and cross-selling to maximize revenue growth

• Represent the company at industry events, networking opportunities, and client meetings to strengthen relationships

• Support contract renewal negotiations to ensure long-term partnerships

Team Leadership & Development

• Build, train, and manage a high-performing client success team

• Provide continuous coaching, feedback, and professional development opportunities

• Foster a culture of proactive client engagement and data-driven decision-making

• Conduct regular performance evaluations and implement strategies for improvement

Skills & Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field

• MBA preferred

• Certifications in customer success, leadership, or business development are a plus

• 7-10 years of experience in client success, account management, or customer experience.

• Proven ability to manage client relationships and drive business growth

• Experience leading and developing teams in a dynamic environment

• Strong knowledge of customer success strategies, business operations, and service excellence

• Outstanding communication, negotiation, and relationship-building skills

• Strong leadership and team management capabilities

• Analytical mindset with a data-driven approach to client success

• Ability to collaborate cross-functionally and drive organizational improvements

• Proficiency in CRM platforms, project management tools, and data analytics software

• Ability to manage multiple priorities in a fast-paced environment

This role is hybrid, the candidate will need to live in the Toronto area.

Advatix, Inc. is one of the world’s leading providers of e-commerce Supply Chain and Logistics Consulting Services and Solutions that enable its clients to transform their operations for speed, service, and cost of fulfillment and delivery of goods and services. We are committed to an inclusive workplace that does not discriminate against race,nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, orgender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOCEmployer.