Director of Client Success

Are you a seasoned client relations and operations leader looking to drive growth in a dynamic creative company? Do you thrive on managing the success of client accounts, steering departmental performance, making sense of numbers, supporting and leading a team to deliver top-tier marketing solutions? If that sounds like something for you, we’d like to hear about it.
Job Description

You are needed to provide strategic oversight, legendary service, and high-level leadership to ensure exceptional experiences for various client accounts. In this role, you will direct the Account Management team with sales administration, ensuring the front-end client experience and administrative workflows operate with accuracy, accountability, and clear communication. You will interpret senior client needs, protect critical business relationships, and identify opportunities to expand KB Media products and services across all departments.

The Director of Client Success reports directly to the COO and the CEO.

You will act as the vital bridge between clients, sales, design, production, and digital marketing teams to ensure seamless project handoffs. This role demands an acute awareness of department capacity, timelines, budgets, and overall workflow scalability. As an ideal candidate, you are an experienced leader and self-starter who thrives on problem-solving in a fast-paced environment. You bring innovative, system-driven ideas to the team while successfully managing conflicting high-stakes priorities and maintaining a culture of accountability.

• Strategic Account Management: Serving as the senior contact for key accounts to protect relationships, support retention, and identify expansion opportunities.
• Team Leadership & Performance: Managing, guiding, and coaching the Sales Administration Team, setting clear priorities, and monitoring workload capacity.
• Workflow Oversight: Overseeing the administrative flow from sales opportunity to confirmed order, ensuring data integrity within the CRM and workflow systems.
• Quality & Communication Standards: Establishing and maintaining company standards for professional client communication, response times, and follow-up.
• Internal
  
  Collaboration:
  
  Partnering with design, production, digital, and accounting teams to ensure complete project information is captured before execution.
• Revenue & Sales Support: Meeting high-level targets, writing major proposals, and traveling for key sales meetings or trade shows when required.
• Operations Alignment: Participating in leadership meetings to align client experience strategies with overall company operations and procedures.

The ideal candidate who will be most successful in this role has:

• Fluent bilingual (English and French) proficiency in both verbal and written format.
• A G-class driver’s license and access to a personal vehicle.
• Strong organizational skills with an acute attention to detail.
• Capable of working as part of a team and executing autonomously.
• Ability to promote company products and services.
• Demonstrated ability to network and acquire new clientele.
• An existing client list and a solid network is a strong asset.
• Excellent active listening and interpretation abilities.
• Proven passion for mentoring and developing talent, instilling high standards for customer support, proactive problem-solving, and service excellence.
• Is confident and goal-oriented.
• Knowledge in any or all of the following industries: print, wide format graphics, signage, web, multimedia production, design, creative services, marketing, and communications.
• Proficiency with accounting and finance software such as Quick Books (or similar).
• Proficiency with Microsoft 365 and/or Google’s Workspace Suite.
• A basic proficiency in any of the Adobe Creative Suite/Creative Cloud applications is a strong asset.

• Minimum 2 years of experience working in one or more of the following industries:
  • Offset and digital printing.
  • Web development.
  • Large format printing.
  • Design, marketing, communications, and general creative services.
• Minimum 5 years of leadership and management experience in…