Client Success Manager

Deighton Associates; Whitby; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading software company in Whitby, Ontario is seeking a Client Success Manager to oversee the client lifecycle for a dedicated portfolio. The role emphasizes driving client retention, securing renewals, and identifying growth opportunities. Ideal candidates should have a bachelor's degree and experience in B2B SaaS environments. This company values innovation and offers competitive pay, comprehensive benefits, and strong professional development support, fostering a collaborative culture where your contributions are truly valued.

Benefits

Competitive compensation

In-house executive chef lunch meals

Professional development opportunities

Employee social events

On-site parking

Qualifications

• 3 years of experience in a Client Success/Account Management role in a B2B SaaS environment.
• Proven track record of achieving high net retention and renewal rates.
• Ability to interpret complex data and translate it into actionable insights.

Responsibilities

• Manage the full client lifecycle for a dedicated portfolio of accounts.
• Identify upsell and cross-sell opportunities to drive expansion.
• Cultivate strong relationships with key stakeholders in client organizations.

Skills

Customer Service

Client Expectations

Account Management

Communication Skills

Client Relationships

Problem Solving

Education

Bachelor’s degree in business, technology, engineering or related field

Tools

CRM Software

Microsoft Suite

Power BI

NPS/CSAT tools

Job description

Company Overview

Deighton Associates Ltd. is a global leader in infrastructure asset management software dedicated to helping governments and transportation agencies make smarter data‑driven decisions. With its flagship platform dTIMS Deighton empowers clients to manage roads, bridges and other critical assets with precision and long‑term sustainability in mind. Backed by decades of innovation and a collaborative team culture, Deighton is trusted by organizations worldwide to deliver impactful future‑ready solutions. Join a team that thrives on open communication, collaboration and celebrating wins together where your contributions are valued and your growth is supported every step of the way!

Job Summary

We are looking for a highly motivated and results‑oriented Client Success Manager (CSM) to own the full client lifecycle for a dedicated portfolio of accounts. This role is crucial for our growth focusing intently on driving client value, ensuring high retention and renewal rates, identifying and securing expansion opportunities, and transforming clients into vocal advocates. The ideal candidate will have experience in B2B SaaS, preferably within the infrastructure asset management or enterprise software space, and possess a strong commercial acumen.

Key Responsibilities

1. Retention & Renewals:

• Ownership of the Renewal and Procurement Process: Proactively manage all renewal opportunities within the assigned portfolio from initial engagement through contract execution, ensuring minimal churn and achieving a high net retention rate.
• Client Health Monitoring and Risk Mitigation: Define, track and report on key account health metrics (product usage, login frequency, support tickets, survey responses, training needs). Develop and execute tailored success plans for at‑risk clients and growth plans for healthy clients.
• Value Realization: Consistently demonstrate the ROI and business value of the dTIMS ecosystem to clients, aligning software capabilities with their strategic infrastructure asset management goals and priorities.

2. Expansion & Growth

• Identify upsell and cross‑sell opportunities: Proactively identify client needs that can be addressed by additional features, professional services or higher‑tier subscriptions.
• Business Reviews: Plan and lead strategic business reviews that focus on past successes, future strategic alignment and potential expansion paths to maximize the client’s utilization and investment.
• Collaboration: Work closely with Professional Services, Product Operations and Engineering to ensure a smooth hand‑off and closing process.

3. Client Advocacy & Relationship Management

• Executive Relationship Building: Cultivate strong trusted‑advisor relationships with key stakeholders and executive sponsors within the client organization (e.g., Directors of Public Works, CTOs, Asset Managers, Pavement Engineers).
• Feedback Loop: Act as the voice of the client internally—relaying product feedback, feature requests and marketing insights to Operations, Professional Services, Product Engineering and Marketing teams.
• Advocacy: Drive participation in case studies, testimonials and reference calls to build a strong community of advocates.
• Use NPS (Net Promoter Score) feedback to proactively address client concerns and improve overall client experience.

4. Product Expertise & Education

• Maintain a deep understanding of the dTIMS ecosystem, industry trends and the comprehensive capabilities of our software platform and its integrations.
• Guide clients on best practices and emerging use cases to ensure they are maximizing the value they derive from their subscription.

Qualifications & Skills

Required:

• Bachelor’s degree in business, technology, engineering or a related field.
• 3 years of experience in a Client Success/Account Management or similar client‑facing role, specifically within a B2B SaaS environment.
• Proven track record of meeting or exceeding net retention and renewal targets.
• Demonstrated ability to identify, qualify and execute expansion opportunities.
• Excellent verbal and written communication, presentation and negotiation skills.
• Proficiency with CRM, Microsoft Suite, Power BI, NPS/CSAT.
• Ability to translate complex data into actionable insights and communicate findings clearly to both technical and non‑technical audiences.
• Ability to interpret NPS data and translate insights into actionable plans that enhance retention and loyalty.

Preferred/Nice‑to‑have:

• Experience with infrastructure asset management or other enterprise‑level software targeting government utilities or heavy industries.
• Background navigating complex sales cycles, contract and procurement negotiations with multiple stakeholders.
• Expertise with customer health scoring, churn prediction or usage analytics is a strong asset.
• Familiarity with financial and technical concepts related to infrastructure lifecycle planning.

Why Join Our Team

• We foster a collaborative and inclusive culture where innovation, integrity and client success are at the heart of everything we do.
• We are committed to continuous improvement and growth, both as a company and for our people—offering clear career paths, mentorship and opportunities to work on impactful projects.
• Our mission is to empower infrastructure leaders with intelligent data‑driven solutions that improve asset performance, sustainability and long‑term planning.

What Does Deighton Provide

• Competitive compensation, vacation and personal time, group benefits.
• In‑house executive chef lunch meals prepared and provided 5 days a week.
• A supportive team that encourages and supports professional growth.
• Located in Whitby, Ontario—right off the 401 in the heart of Durham Region.
• Company and department employee social events, gaming stations in‑office.
• Working on meaningful and impactful work.
• Matching Group RRSP contributions.
• Roll‑over vacation.
• Summer golf lessons for beginners.
• On‑site parking.

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics.

Required Experience:

Manager

Key Skills:

• Customer Service, Client Expectations, Client Requirements, Client Support, Action Plans, Issue Resolution, Account Management, Client Relationships, Service Delivery, Client Service, Client Satisfaction, Client Management, Procedures, Service Level Agreements, New Clients

Employment Type: Full‑Time

Vacancy: 1