Client Success Lead

Role Overview

• Manage a portfolio of up to 20 client accounts with a high standard of performance
• Drive revenue growth, retention, and client satisfaction across your book of business
• Maintain strong, trust-based client relationships and proactively identify opportunities for expansion
• Deliver on timelines, ensure accuracy, and uphold quality standards across all client work
• Operate under the same expectations, targets, and performance standards as all account managers
• Take ownership of one product per quarter, supporting how it is positioned, sold, and adopted across the sales team
• Act as the primary representative of the account management and client perspective throughout the product lifecycle
• Maintain consistent 1:1 meetings with the product owner to provide structured, experience-based feedback
• Gather insights from your own accounts, sales team discussions, and direct conversations to identify trends, friction points, and opportunities
• Test new or evolving products within your own portfolio or controlled environments prior to formal rollout
• Identify gaps in positioning, packaging, and delivery, and contribute to refining the product before broader launch
• Partner with internal marketing to ensure the sales team has the tools needed to effectively sell (sell sheets, case studies, pitch decks, etc.)
• Deliver a structured quarterly training session to the account management team on your assigned product
• Reinforce best practices and improve consistency in how products are sold across the team
• Support peers in real-time selling situations, including joining calls when needed
• Share insights, strategies, and approaches that have proven effective in your own work
• Act as a resource for the team through influence, not authority
• Represent the organization externally through speaking engagements, events, podcasts, and other opportunities as available
• Partner with internal marketing and sales leadership to strengthen brand presence and credibility in the market
• Participate in management meetings, strategy sessions, and cross-functional discussions
• Represent the account management perspective and bring forward insights grounded in client experience
• Contribute to strategic initiatives, product development, and rollout planning as needed
• Provide temporary coverage for client accounts when there are gaps in ownership, prioritizing account stability and performance
• Step in to support the team during periods of transition or when a sales manager is unavailable
• Shift focus away from leadership responsibilities when required to support business needs

Requirements

• Legally able to work in Canada and located in Calgary, AB
• Bachelor’s degree or diploma in Business Administration, Communications, or a related field, or equivalent corporate work experience
• 2+ years of experience in sales and marketing account management
• Proven track record of managing and growing client relationships
• Strong communication skills, both written and verbal
• Ability to influence and support peers without formal authority
• Comfortable working cross-functionally with sales, marketing, and product teams
• Strong organizational and time management skills, with the ability to balance multiple priorities
• Ability to identify patterns, analyze feedback, and translate insights into actionable improvements
• Experience leading or contributing to product rollouts, training, or internal initiatives is an asset
• Experience in product management is considered an asset

Benefits

• three weeks of paid vacation
• twelve flex days
• Passion Day to spend however you choose
• company-wide MeMonday to prioritize mental health
• thirty-day remote work policy for when you need a change of scenery
• twenty-six hours of paid volunteer time each year
• comprehensive benefits package that includes health, dental, vision, and spending accounts
• access to mentorship, leadership programs like LEAD, and ongoing learning opportunities designed to help you grow your skills and career
• regular one-on-one check-ins, quarterly performance conversations, and a culture of continuous feedback that keeps you supported and clear on expectations