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Director, Client Success at Verndale | JobVerse
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Director, Client Success
Verndale
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Director, Client Success
Canada
Full Time
5 hours ago
Apply Now
Key skills
Leadership
Project Management
Communication
Account Management
About this role
Role Overview
Directly manage a portfolio of 5–10 accounts, owning client relationships, renewals, and expansion opportunities.
Lead a client success team (CSMs and Coordinators) covering 10-15 accounts per CSM.
Serve as senior relationship owner and escalation point for strategic accounts.
Develop and maintain Client Success Plans and lead business reviews for direct accounts.
Oversee development of Client Success Plans for accounts in portfolio.
Partner with Practice Managing Directors to ensure alignment on revenue, renewals, profitability, and client satisfaction across the portfolio.
Set performance targets for renewals, retention, satisfaction, and margin contribution within the practice.
Support CSMs in account planning, QBRs, and escalation management.
Drive operational excellence in Client Success processes, including account health tracking, reporting, and renewals.
Collaborate with Client Partners to ensure seamless transitions when Maintain accounts evolve into Growth accounts.
Coach and develop CSMs, building a culture of accountability, proactive client advocacy, and continuous improvement.
Up to 50% travel.
Requirements
Bachelor’s degree; advanced degree a plus.
15+ years’ experience in account management, client success, or consulting, with at least 3 years in a leadership role.
In-depth experience and familiarity with key e-commerce platform implementation and support.
Proven track record managing a $5M+ portfolio, including direct account ownership.
Strong leadership and coaching skills, with experience managing client-facing teams.
Excellent relationship management and executive communication skills.
Commercial acumen: ability to manage contracts, renewals, and profitability.
Experience collaborating with delivery/project management in a professional services environment.
Bilingual: English & French.
Benefits
Generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
Top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees’ needs.
Regular training and professional development to move careers forward.
Celebrate and champion diversity, equity, and inclusion.
Support a healthy work/life balance.
Fully remote enabled and embrace the evolving definition of the workplace.
Apply Now
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