Client Success Manager (Toronto-based - Remote)

From Day One; Toronto; Remote; CAD 75,000; Full time

Job summary

A leading media outlet is seeking a Client Success Manager based in Toronto. This remote role focuses on ensuring sponsors achieve their partnership goals through excellent client service, managing logistics, and nurturing client relationships. Candidates should have a college degree and a minimum of 3 years of relevant experience. Starting salary is $75,000 CAD annually with opportunities for advancement.

Benefits

Starting salary of $75,000 CAD

Regular advancement and raises

Remote work flexibility

Qualifications

• Minimum of 3 years of full-time professional post-graduation experience.
• Direct experience in customer/client success ideally in events, conferences, hospitality, or sales.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver an exceptional customer experience throughout the post-sales journey.
• Act as primary point of contact and address all client questions and concerns.
• Onboard clients and ensure customers gain value from our product.

Skills

Customer success management

Client relationship building

Organizational skills

Time management

Communication skills

Education

4-year college/university degree

Tools

MS Office

Google For Business

Job description

Overview

Client Success Manager (Toronto-based - Remote)

From Day One is a media outlet and conference series that helps companies navigate change in ways that put people first. We hire people who have a high degree of self-motivation and the potential to grow into active leaders.

About From Day One

The business landscape is changing fast. Since 2018, we have reached over 150,000 attendees, hosted over a thousand speakers, and produced conferences in more than 20 major U.S. cities. We convene leaders across CSR, HR, marketing, and communications to share business strategies that benefit workers, customers, and communities. We publish reporting and opinion pieces led by notable journalists. We hire people who are self-motivated and capable of becoming leaders. Diversity and inclusion are core to our mission and hiring processes.

About This Role

The Client Success Manager will take a key role in managing our large and growing roster of sponsors and ensuring they achieve their goals. This role supports our customers, helping ensure they get a positive return on their partnership by understanding their needs, building strong relationships, and delivering an outstanding experience. The role focuses on high-touch service via email, phone, and face-to-face communication, coordinating client logistics, and helping them meet partnership goals by engaging with our audience. This role is critical to the company, creating and nurturing strong client relationships to ensure high satisfaction, renewals, and long-term loyalty. This position is remote and includes regular travel to other cities for in-person events.

Responsibilities

• Deliver an exceptional customer experience throughout the post-sales journey
• Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
• Onboard clients, understand their needs, and ensure customers gain value from our product
• Ensure client event experience exceeds expectations and leads to positive reviews and contract renewal
• Manage all client deliverables and information flow in a timely and accurate manner
• Assist with logistics of gathering client materials including travel and shipping
• Conduct post-event feedback calls to assess areas for improvement and opportunities for upsell / renewal
• Prepare weekly, monthly or quarterly reports
• Format information for internal and external communication - memos, emails, presentations, reports
• Own key performance indicators including renewal rate and customer satisfaction scores

Qualifications

• This position requires a 4-year college / university degree at minimum
• Minimum of 3 years of full-time, professional post-graduation experience
• Direct experience in customer / client success, ideally in events, conferences, hospitality or sales
• Basic knowledge of business software such as MS Office products, Google For Business, or similar
• Outstanding organizational and time management skills
• Excellent verbal and written communications skills

Benefits

• This is a full-time salaried position. Starting salary is $75,000 CAD per year with opportunities for regular advancement and raises
• Remote position, with availability to meet with stakeholders based in or near the greater Toronto area if requested