Strategic Client Services Manager: Lead & Grow Accounts

Fintel Connect; Vancouver; Hybrid; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Hybrid schedule: 4 days in Vancouver,

Paid personal days

Career path to Senior CSM

Job summary

Fintel Connect is seeking a Client Services Manager to lead a pod of Account Coordinators and Account Managers and manage a major client directly. You will own the team’s performance and development, and guide strategic direction for key relationships from Vancouver.

In this role, you will establish standard client reviews, own client strategy, and identify opportunities to improve onboarding, health monitoring and reporting. Hybrid work in Vancouver with chances to shape a growing team.

Qualifications

• Five+ years in client services, account management or performance marketing, with at least two spent leading people.
• Evidence that you have developed someone: promoted them or built capability that outlasts you.
• Track record of holding client relationships through difficulty, not just when numbers are good.

Responsibilities

• Lead the pod: run one-on-ones, set goals for roles, and hold quarterly reviews.
• Coach through work: join client calls, review reporting, and give actionable feedback.
• Manage workload across the pod and reallocate when a client escalates.
• Own hiring and onboarding for your pod as it grows.
• Own client strategies: deliver programs against goals and revenue targets.
• Handle escalations and identify churn risk early; pursue expansions with the commercial team.
• Keep operations tight: use the project management system and triage tracking issues.
• Collaborate with sales, marketing, product, and engineering to meet client needs.

Skills

People leadership

Client services

Data analysis

Tools

Microsoft Excel

PowerPoint

Job description

Fintel Connect is seeking a Client Services Manager to lead a pod of Account Coordinators and Account Managers and manage a major client directly. You will own the team’s performance and development, and guide strategic direction for key relationships from Vancouver.

In this role, you will establish standard client reviews, own client strategy, and identify opportunities to improve onboarding, health monitoring and reporting. Hybrid work in Vancouver with chances to shape a growing team.