Client Success Director

Advatix Inc.; Ontario; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading e-commerce supply chain consulting firm is seeking a Client Success Director to enhance client satisfaction and retention through strategic leadership and operational excellence. The role requires strong relationship management skills, team leadership, and the ability to analyze client needs and deliver value. The ideal candidate will have extensive experience in client success and a proven track record in fostering client relationships, ensuring service quality, and driving business growth.

Benefits

Inclusive workplace

Commitment to diversity

Qualifications

• 7-10 years of experience in client success or account management.
• Certifications in customer success or leadership are a plus.
• Experience leading and developing teams in a dynamic environment.

Responsibilities

• Lead and mentor a client success team, promoting collaboration.
• Ensure high-quality service delivery that meets client expectations.
• Identify expansion opportunities within existing accounts.

Skills

Leadership

Client Relationship Management

Data Analysis

Communication

Negotiation

Education

Bachelor’s degree in Business Administration

MBA

Tools

CRM platforms

Project management tools

Job description

Department: Sales and Sales Management, Type: Full Time

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

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

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.