General Manager, SMB

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a General Manager, SMB based in Canada.

The General Manager, SMB will lead the strategy, growth, and profitability of a high-volume small and medium-sized business operation in a remote, fast-paced commercial environment. With full responsibility for profit and loss (P&L) and budget management, this leader will shape business priorities, allocate resources, and drive sustainable financial performance. The role combines new-client acquisition, account management, outbound sales development, targeted marketing, and strategic partnerships to expand market reach and strengthen customer relationships.

The successful candidate will build a high-performing sales organization, coach managers and sellers, and establish rigorous performance management practices. Using data-driven insights and commercial judgment, they will identify opportunities to improve conversion, retention, client expansion, and operational efficiency. This is a hands-on leadership position for an experienced commercial executive who can balance strategic planning with direct involvement in customer interactions and day-to-day execution.

• Define and execute business strategy:
  Establish the SMB growth strategy by identifying priority customer needs, high-potential offerings, and effective sales approaches. Develop a business plan with clear financial targets, strategic priorities, and investment decisions while strengthening existing revenue streams and creating new opportunities.
• Own financial performance:
  Maintain full accountability for P&L, budgeting, revenue, profitability, and spending. Evaluate how pricing, conversion, retention, service mix, customer acquisition costs, and delivery costs influence business results, and adjust resource allocation to address performance gaps.
• Optimize the sales funnel:
  Improve the journey from initial customer contact to first engagement by establishing standards for response times, discovery, qualification, and closing. Analyze lost opportunities, identify bottlenecks, and ensure sales representatives maintain ownership throughout the buying process.
• Drive customer acquisition and retention:
  Build an effective account management strategy that aligns customer attention with business needs and growth potential. Encourage proactive discussions about upcoming projects, engagement outcomes, and additional services while addressing customer concerns and reducing churn.
• Develop outbound sales and targeted marketing:
  Expand outbound sales into a repeatable revenue channel. Collaborate with Marketing, Sales Development, and industry teams to identify target accounts, develop relevant propositions, coordinate campaigns, and evaluate performance through conversion rates, revenue, and acquisition economics.
• Build a productive partnership ecosystem:
  Identify and recruit strategic partners capable of generating qualified leads and new revenue. Develop joint business plans, clarify opportunity ownership, and establish referral, co-selling, or resale initiatives that demonstrate profitable growth potential.
• Expand adoption of services and AI-based solutions:
  Help sales teams identify broader customer needs beyond individual talent requests. Partner with service leaders and subject matter experts to develop relevant solutions, strengthen sales capabilities, and increase adoption of complementary offerings.
• Build and lead a high-performing organization:
  Recruit strong managers and sales professionals, establish clear expectations, and implement consistent daily and weekly performance reviews. Coach leaders on sales quality, productivity, and conversion, recognize strong performance, address underperformance, and develop future leadership talent.
• Align staffing and operational capacity:
  Plan team capacity and account coverage based on demand, active opportunities, response expectations, and customer requirements. Coordinate with Operations, Matching, and Delivery teams to ensure smooth transitions and a consistent customer experience.
• Establish data-driven management practices:
  Create reliable reporting and forecasting for customer acquisition, engagement starts, retention, expansion, seller productivity, and financial performance. Use clear baselines to assess initiatives, distinguish sustained improvements from temporary fluctuations, and leverage technology and AI to strengthen execution.
• Deliver a…