Customer Success Program Manager

360insights; Whitby; Hybrid; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Bonus

Stock options

Wide range of benefits

Job summary

360insights is seeking a Client Program Manager / Customer Success professional in Whitby, Canada to manage client programs, partnerships, and operational workflows.

You will lead client meetings, oversee SLAs, deliver reports, coordinate across teams, and enable growth opportunities while balancing strategy with execution.

Qualifications

• 3–5 years’ experience in Client Program Management or Customer Success.
• Experience facilitating client meetings.
• Strong client service skills and a professional, calm approach.
• Confidence working with data, dashboards, and operational reporting.
• Proven ability to manage multiple workstreams and competing priorities.
• Experience coordinating across teams without formal authority.
• Strong written and verbal communication skills.
• Comfortable handling conflict and escalations constructively.
• Familiarity with ticket or case-management systems.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Create and track operational client requests through to resolution.
• Coordinate technology requests with technical services and support teams.
• Handle VIP/client support requests and training follow-ups.
• Oversee program intake processes for new and existing clients.
• Deliver regular operational reporting and dashboards.
• Monitor program metrics and performance with analysis.
• Support client training and onboarding for implementations.
• Manage risk and compliance tasks and ensure processes are followed.
• Lead client meetings and quarterly or bi-annual reviews as required.
• Develop and maintain regular client touchpoints to deliver KPIs and updates.
• Advise clients on leveraging 360technology and discuss integrations/data feeds.

Skills

Client meetings

Client service

Data, dashboards, reporting

Multi-workstream management

Cross-team coordination

Written and verbal communication

Conflict and escalations

Ticket/case-management systems

Independent work

Tools

Ticketing systems

Job description

As the primary client contact, you play a key role in ensuring program success and high client satisfaction. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high-performing programs. This role is well suited to someone with experience in Customer Success, Client Services, or Program Management who enjoys balancing strategy with execution.

What you'll do

Operational Management

• Create and track operational client requests through to resolution
• technology requests with technical services/application support teams
• client support requests with VIP / client support teams.
• Include training and follow up on requests as needed
• Oversee program intake processes for new and existing clients.
• Deliver regular operational reporting (ad-hoc, automated, and dashboarding).
• Monitor program metrics and performance with analysis
• Handle marketing requests and provide VIP/client support.
• Support implementations, including training and follow-up.
• Manage risk and compliance tasks, ensuring all processes are followed.

Client Engagement

• Lead client meetings - regular client meetings and EBRs quarterly or semi-annually as per client requirements.
• Develop and maintain regular touchpoints with clients to deliver key performance metrics and operational updates.
• Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.
• Advise clients on how to best leverage the 360technology.
• Participate in discussions regarding integrations, data feeds, APIs, and SFTP sites.
• Collaborate with internal teams to champion client programs and advocate for client enhancement requests.
• Facilitate regular meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities.
• Support the Customer Care team with training and collaboration, maintaining a regular training cadence.
• Collaborate with sales for support and reporting on client needs.

Training and Documentation

• Develop, implement, and maintain internal and external training materials and user guides.
• Manage handoff documentation and maintain business requirement documentation and SOWs.
• Maintain internal client SharePoint folders and internal Confluence pages.

Data Analysis and Reporting

• Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
• Analyze and recommend changes based on lessons learned.
• Maintain weekly operational reporting dashboards focused on key health metrics.
• Monitor SLA and review operational reports to proactively address client issues.
• Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program.
• Provide operational oversight for client escalations and necessary data.
• Collaborate with internal teams on operational data for escalations.
• Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.

What you'll bring

• 3-5 years' experience in Client Program Management, Customer Success, or Client Operations
• Experience facilitating client meetings
• Strong client service skills and a professional, calm approach
• Confidence working with data, dashboards, and operational reporting
• Proven ability to manage multiple workstreams and competing priorities
• Experience coordinating across teams without formal authority
• Strong written and verbal communication skills
• Comfortable handling conflict and escalations constructively
• Familiarity with ticket or case-management systems
• Ability to work independently in a fast-paced environment

All our job postings provide starting pay bands for transparency. In addition to base salary we offer bonus, stock options plus a wide range of benefits.

About 360insights

360insights orchestrates how brands engage and grow their complex partner ecosystems. Our unified platform brings together streamlined experiences, incentives, and services so brands can coordinate go-to-market efforts with clarity, consistency, and control. Built for organizations with indirect channels and complex global incentive programs, we are trusted by leading brands worldwide.

We believe in "Experiences that create growth. Growth that creates experiences." Through learning and development programs and mentorship, we provide the support, tools, and opportunities you need to grow and succeed as an Insighter.

We welcome talent from all backgrounds and are committed to equal opportunity regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request. Learn more about our DEIB vision on our website.

The pay range for this role is:

70,000 - 80,000 CAD per year (Whitby, Canada)