Director, Client Success

Archway Marketing Services; Mississauga; On-site; CAD 110,000 - 130,000; Full time

Job summary

Join a leading marketing services company as a Director of Client Success, responsible for enhancing client relationships and delivering exceptional service. You'll lead client success teams, foster relationships, and strategize for operational excellence, driving satisfaction, retention, and business growth.

Qualifications

• 7-10 years in client success or account management.
• Proven experience in managing client relationships.
• Experience leading teams.

Responsibilities

• Ensure high-quality service delivery to meet client expectations.
• Develop client success strategies aligned with business goals.
• Manage team performance and deliver coaching.

Skills

Communication

Negotiation

Relationship Building

Analytical Mindset

Education

Bachelor’s degree in Business Administration

MBA

Tools

CRM platforms

Project management tools

Data analytics software

Job description

Join to apply for the Director, Client Success role at Archway Marketing Services

Join to apply for the Director, Client Success role at Archway Marketing Services

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
  
  

Team Leadership & Development

• 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

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Advertising Services

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