Remote Client Success Manager — Events & Vendor Partnerships

From Day One, Inc.; Toronto; Remote; CAD 68,000 - 83,000; Full time

Benefits offered by this job

Remote position

Travel for events

Job summary

From Day One, Inc. is seeking a Client Success Manager to own sponsor relationships from signing through renewal, delivering high-touch service by email, phone, and in-person, with accountability for renewal rate and client satisfaction.

This remote role includes occasional travel to other cities and live conferences. You will manage vendor relationships with venues, caterers, AV, hotels, and production vendors; read contracts, build budgets, compare dates with conference calendar and travel

Qualifications

• 4-year college/university degree minimum.
• 3+ years of full-time, professional post-graduation experience.
• Direct experience in customer success, ideally in events or conferences.
• Experience owning budgets, vendor quotes or contracts.

Responsibilities

• Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
• Onboard clients, understand their needs and objectives, and ensure they gain value from their partnership
• Deliver an exceptional customer experience throughout the post-sales journey, and ensure the client’s 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
• Conduct post-event feedback calls to assess areas for improvement and opportunities for upsell/renewal
• Prepare weekly, monthly or quarterly reports, and format information for internal and external communication -- memos, emails, presentations, reports
• Own key performance indicators including renewal rate and customer satisfaction scores
• Own the day-to-day working relationships with conference venues, caterers, AV and production vendors, and hotels, building the standing of a client those vendors want to give good terms and good service
• Research and evaluate venues in new and existing markets, and negotiate contracts and event orders
• Read and interpret banquet event orders, venue contracts, and vendor quotes, and confirm that what is on paper matches what we agreed to
• Evaluate date and venue options against real constraints — our existing conference calendar, day-of-week attendance patterns, travel logistics, and cost — and make a clear recommendation
• Coordinate travel, accommodation, and shipping for our team, our speakers, and client materials
• Resolve vendor issues on site, in real time, during events
• Build event budgets from vendor quotes, and keep them reconciled as scope changes
• Track costs against budget through the life of an event, and flag variances early
• Review invoices and contract terms for discrepancies before they become commitments
• Maintain the documentation and records that let anyone on the team see what an event costs and what we owe

Skills

Client success

Budget management

Vendor coordination

Event logistics

Travel readiness

Education

Bachelor's degree

Tools

MS Office

Google Workspace

Job description

From Day One, Inc. is seeking a Client Success Manager to own sponsor relationships from signing through renewal, delivering high-touch service by email, phone, and in-person, with accountability for renewal rate and client satisfaction.

This remote role includes occasional travel to other cities and live conferences. You will manage vendor relationships with venues, caterers, AV, hotels, and production vendors; read contracts, build budgets, compare dates with conference calendar and travel