Customer Success Manager

About This Role

The Client Success Manager will take a key role in managing our large and growing roster of sponsors and ensuring they achieve their goals. In this role, you will support customers by ensuring they receive a positive return on their partnership, understanding their needs and objectives, building strong relationships, and delivering an outstanding experience.

The role focuses on daily delivery of high‑touch service via email, phone, and face‑to‑face communication, coordinating logistics, and helping clients meet partnership goals by engaging with our audience. It is critical to the company, creating and nurturing strong client relationships to ensure high levels of satisfaction, renewals, and long‑term loyalty.

This is a remote position with regular travel to other cities for in‑person events.

• Deliver an exceptional customer experience throughout the post‑sales journey
• Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
• Onboard clients, understand their needs, and ensure customers gain value from our product
• Ensure client event experience exceeds expectations and leads to positive reviews and contract renewal
• Manage all client deliverables and information flow in a timely and accurate manner
• Assist with logistics of gathering client materials, including travel and shipping
• Conduct post‑event feedback calls to assess areas for improvement and opportunities for upsell/renewal
• Prepare weekly, monthly or quarterly reports
• Format information for internal and external communication – memos, emails, presentations, reports
• Own key performance indicators, including renewal rate and customer satisfaction scores

• Minimum of 3 years of full‑time, professional post‑graduation experience
• Direct experience in customer/client success within events or conferences
• Strong academic background with a minimum of a 4‑year college/university degree
• Basic knowledge of business software such as MS Office products, Google for Business, or similar
• Outstanding organizational and time‑management skills
• Excellent verbal and written communication skills

This is a full‑time salaried position. Starting salary is $75,000 CAD per year with opportunities for regular advancement and raises. The position is remote, but you should be available to meet with stakeholders based in or near the greater Toronto area if requested.

We are committed to diversity and inclusion and have these values at the core of our hiring process.