Client Success Manager

NSB-Omega; San Juan de Terranova; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Omega 365 Canada is seeking a Client Success Manager to serve as the pivotal link between our clients and the organization, ensuring ongoing satisfaction and successful use of our cloud-native platform. You will manage relationships, oversee service delivery, and identify opportunities to expand services and value.

The ideal candidate combines strong relationship management with the ability to translate client needs into actionable business results, acting as a trusted advisor to drive retention

Qualifications

• Bachelor's degree (or college diploma with equivalent experience) in Business Administration, Information Technology, Engineering, or a related field.
• Experience in account management, client relations, project management, or solution sales, preferably in SaaS, technology, or professional services
• Proven ability to build and maintain strong client relationships
• Excellent verbal and written communication and presentation skills in English
• Strong organizational and time-management abilities; capable of managing multiple priorities and clients simultaneously
• Proactive, solution-oriented mindset with strong analytical and problem-solving abilities
• Experience with digital platforms or project management tools is an advantage
• Must be legally authorized to work in Canada on a full-time, permanent basis without employer sponsorship

Responsibilities

• Serve as the primary point of contact for clients, building strong relationships and ensuring a positive client experience throughout the customer lifecycle.
• Act as a client advocate and escalation point, coordinating with internal teams to resolve issues, remove roadblocks, and ensure clients remain on track to achieve their objectives.
• Conduct regular client check-ins to understand business needs, monitor progress, address concerns, and ensure clients are achieving value from the software.
• Monitor client satisfaction through User Satisfaction Scores, surveys, and feedback mechanisms, implementing improvement actions as required.
• Identify and coordinate account growth opportunities, working collaboratively with clients and internal teams to support additional services, modules, and user adoption.
• Conduct software demonstrations and provide technical guidance to clients, leveraging knowledge of the Omega 365 platform to identify and demonstrate solutions that address client needs and support account growth opportunities.
• Prepare quotations and proposals for existing clients and support package upgrades, renewals, and service expansions.
• Develop and execute retention strategies to minimize client churn and support long-term client success.
• Assist with monthly billing processes, invoicing activities, and other client account administration requirements.

Skills

Client relations

Project management

Solution sales

English communication

Education

Bachelor's degree or college diploma

Tools

Project management tools

CRM software

Job description

At Omega 365 Canada, we empower teams to deliver complex projects efficiently and effectively across industries. As part of the global Omega 365 group, our innovative software solutions and expert consultancy services support clients in project management, engineering, and digital transformation. From energy and infrastructure to technology and manufacturing, Omega 365 partners with leading organizations to optimize workflows, enhance productivity, and drive successful outcomes.

Omega 365 is a modern, industry-leading, ISO-certified, cloud-native technology platform with built-in AI capabilities that support critical processes across organizations and projects. Our clients range from oil and gas, energy, renewables, IT, mining, construction, infrastructure, and healthcare.

At Omega 365, we value collaboration, innovation, and a passion for client success. We foster a supportive, dynamic environment where team members are empowered to contribute their ideas and grow together.

Role Overview

As a Client Success Manager at Omega 365, you'll be the pivotal link between our organization and our clients, ensuring their ongoing satisfaction and successful use of our solutions. You will manage client relationships, oversee service delivery, and proactively identify opportunities to expand our services and value. The ideal candidate combines strong relationship management skills with a knack for understanding client needs and translating them into actionable business results. You'll act as a trusted advisor—driving client success, ensuring retention, and maximizing growth.

Responsibilities

Serve as the primary point of contact for clients, building strong relationships and ensuring a positive client experience throughout the customer lifecycle.

Act as a client advocate and escalation point, coordinating with internal teams to resolve issues, remove roadblocks, and ensure clients remain on track to achieve their objectives.

Conduct regular client check-ins to understand business needs, monitor progress, address concerns, and ensure clients are achieving value from the software.

Monitor client satisfaction through User Satisfaction Scores, surveys, and feedback mechanisms, implementing improvement actions as required.

Identify and coordinate account growth opportunities, working collaboratively with clients and internal teams to support additional services, modules, and user adoption.

Conduct software demonstrations and provide technical guidance to clients, leveraging knowledge of the Omega 365 platform to identify and demonstrate solutions that address client needs and support account growth opportunities.

Prepare quotations and proposals for existing clients and support package upgrades, renewals, and service expansions.

Develop and execute retention strategies to minimize client churn and support long-term client success.

Assist with monthly billing processes, invoicing activities, and other client account administration requirements.

Qualifications Desired

Bachelor's degree (or college diploma with equivalent experience) in Business Administration, Information Technology, Engineering, or a related field.

Experience in account management, client relations, project management, or solution sales, preferably in SaaS, technology, or professional services

Proven ability to build and maintain strong client relationships

Excellent verbal and written communication and presentation skills in English

Strong organizational and time-management abilities; capable of managing multiple priorities and clients simultaneously

Proactive, solution-oriented mindset with strong analytical and problem-solving abilities

Experience with digital platforms or project management tools is an advantage

Must be legally authorized to work in Canada on a full-time, permanent basis without employer sponsorship

What We Offer

Opportunity to work with innovative cloud-based software solutions

Exposure to a variety of industries and client environments

A collaborative and growing team environment

Opportunities for professional growth and development

Duration

Permanent Position

Location

This is a hybrid position based in St. John's, NL or Calgary, AB, requiring a minimum of 3 days per week in the office. Applicants must be located in one of these two cities; remote applicants from other locations will not be considered.