Associate Director, Client Success

World Education Services; Washington; On-site; USD 64,000 - 93,000; Full time

Job summary

World Education Services (WES) is seeking an Associate Director, Client Success for a full-time, on-site role based in Canada. You will lead client success initiatives, guide onboarding and engagement, and monitor satisfaction and retention metrics across institutional partners.

You will coach a client success team, set performance goals, and promote best practices in customer experience. The role involves analyzing client needs, resolving complex issues, developing strategies to increase value,

Qualifications

• Proven experience in Customer Retention and Account Management.
• Strong leadership with coaching and performance management.
• Strong strategic thinking, analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Experience in education, non-profit, or social impact sectors is a plus.
• Bachelor’s degree in business, communications, social sciences, or related field.
• Comfort working on-site in Canada and collaborating across teams.

Responsibilities

• Lead client success initiatives and ensure service delivery to partners.
• Oversee account management, onboarding, engagement, and retention metrics.
• Coach a client success team and set performance goals.
• Prepare reports and present insights to leadership.
• Develop scalable client success frameworks aligned with WES mission.

Skills

Customer success

Account management

Team leadership

Strategic thinking

Communication

Stakeholder engagement

Education/non-profit experience

Education

Bachelor’s degree in business, communications, social sciences, or related field

Job description

Company Description

World Education Services (WES), founded in 1974, is a non-profit social enterprise dedicated to advancing the educational, economic, and social inclusion of immigrants, refugees, and international students. The organization provides academic credential evaluations and collaborates with partners to inform policy, design inclusive programs, and support systems change. WES works with a broad network of organizations and leaders to help individuals fully utilize their education and skills in new communities. Through its initiatives and philanthropic efforts, WES promotes equitable opportunities and fosters long-term integration and success for globally educated individuals.

Role Description

The Associate Director, Client Success is a full-time, on-site role based in Canada, responsible for leading client success initiatives and ensuring exceptional service delivery to institutional and organizational partners. This role oversees account management activities, guides client onboarding and engagement, and monitors satisfaction and retention metrics. The Associate Director leads and coaches a client success team, setting performance goals, providing feedback, and promoting best practices in customer experience. Day-to-day responsibilities include analyzing client needs, resolving complex issues, developing strategies to enhance value, and collaborating with internal stakeholders to improve processes and offerings. The role also involves preparing reports, presenting insights to leadership, and contributing to the development of scalable client success frameworks that support WES’s mission.

Qualifications

• Ability to drive strong Customer Satisfaction and Customer Experience outcomes through proactive relationship management and service excellence.
• Proven experience in Customer Retention and Account Management, with a track record of building long-term, trust‑based partnerships.
• Demonstrated Team Leadership skills, including coaching, performance management, and fostering a collaborative, inclusive work environment.
• Strong strategic thinking, analytical, and problem‑solving abilities to interpret data, identify trends, and implement effective client success initiatives.
• Excellent communication and interpersonal skills, including the ability to engage diverse stakeholders and present complex information clearly.
• Experience in education, non-profit, or social impact sectors is an asset, particularly in contexts involving immigrants, refugees, or international students.
• Bachelor’s degree in business, communications, social sciences, or a related field; advanced degree or relevant professional certifications are an advantage.
• Comfort working on‑site in Canada and collaborating across cross‑functional teams and organizational levels.