Strategic Client Success & Growth Lead

TLC Solutions Inc.; British Columbia; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

TLC Solutions Inc. in British Columbia seeks a Client Care Manager to build strong client relationships, drive customer success, and support growth across assigned accounts.

You will act as the primary client contact and coordinate with internal teams to deliver value throughout the lifecycle. Responsibilities include direct client support, enabling solutions with sales, strategic account planning, and maintaining documentation.

Qualifications

• Proven experience in account management, customer success, or related fields.
• Strong communication and relationship-building abilities.
• Data analysis skills with the ability to provide strategic recommendations.
• Familiarity with business technology solutions and industry best practices.
• Proficiency with Autotask, ITG, and CRM systems.
• Product Owner certification or training (CSPO, PSPO, or PMI-ACP)
• Experience with data literacy: adoption metrics, retention indicators, cohort/portfolio reporting
• Familiarity with compliance-sensitive software environments
• Experience facilitating multi-stakeholder alignment sessions

Responsibilities

• Demonstrate expertise in Customer Success best practices and stay current on industry trends.
• Proactively manage a portfolio of clients to ensure consistent value delivery.
• Build trusted relationships with client stakeholders and serve as their primary contact.
• Educate clients on TLC tools and services; collaborate internally to maximize adoption and value.
• Mentor Client Care Coordinators and support their development.
• Respond to technical client inquiries (e.g., licensing, quotes, service scope).
• Manage service and sales-related requests with clear, timely communication.
• Partner with the Sales team to address quotes and inquiries.
• Own client communication to ensure timely, accurate responses.
• Conduct portfolio reviews to identify opportunities and risks; prepare insights for TBRs and strategic planning.
• Develop and deliver Strategic Account Plans outlining growth opportunities, client goals, and long-term strategies.
• Maintain accurate documentation in ITG and Autotask; identify areas for improvement.
• Partner with Operations to standardize SOPs and knowledge base content.
• Assist in resolving aging tickets by coordinating with clients and technicians.
• Distribute Pod workload to maintain balance and efficiency.
• Track and resolve recurring client issues; identify patterns and recommend process improvements.

Skills

Customer success

Account management

Communication & relationships

Data analysis

CRM proficiency

Education

Product Owner certification (CSPO/PSPO/PMI-ACP)

Tools

Autotask

ITG

CRM systems

Job description

TLC Solutions Inc. in British Columbia seeks a Client Care Manager to build strong client relationships, drive customer success, and support growth across assigned accounts.

You will act as the primary client contact and coordinate with internal teams to deliver value throughout the lifecycle. Responsibilities include direct client support, enabling solutions with sales, strategic account planning, and maintaining documentation.