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Added 10 mins ago
Senior Project Manager
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360insights

Customer Success Program Manager

Whitby, ON, Canada

Pay: $70,000 to $80,000 CAD / year
Experience: 3–5 years’ experience in Client Program Management, Customer Success, or Client Operations
Posting language: English
Posted: Sep 21, 2026

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Applications open in a new tab.

Original job description

About the role

This is an existing vacancy.

As the primary client contact, you play a key role in ensuring program success and high client satisfaction. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high‑performing programs. This role is well suited to someone with experience in Customer Success, Client Services, or Program Management who enjoys balancing strategy with execution.

What you'll do

Operational Management:

Create and track operational client requests through to resolution

technology requests with technical services/application support teams

client support requests with VIP / client support teams.

Include training and follow up on requests as needed

Oversee program intake processes for new and existing clients.

Deliver regular operational reporting (ad-hoc, automated, and dashboarding).

Monitor program metrics and performance with analysis

Handle marketing requests and provide VIP/client support.

Support implementations, including training and follow-up.

Manage risk and compliance tasks, ensuring all processes are followed.

Client Engagement:

Lead client meetings - regular client meetings and EBRs quarterly or semi-annually as per client requirements.
Develop and maintain regular touchpoints with clients to deliver key performance metrics and operational updates.
Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.

Advise clients on how to best leverage the 360 technology.

Collaboration:

Participate in discussions regarding integrations, data feeds, APIs, and SFTP sites.

Collaborate with internal teams to champion client programs and advocate for client enhancement requests.

Facilitate regular meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities.

Support the Customer Care team with training and collaboration, maintaining a regular training cadence.

Collaborate with sales for support and reporting on client needs.

Training and Documentation:

Develop, implement, and maintain internal and external training materials and user guides.

Manage handoff documentation and maintain business requirement documentation and SOWs.

Maintain internal client SharePoint folders and internal Confluence pages.

Data Analysis and Reporting:

Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews

Analyze and recommend changes based on lessons learned.

Maintain weekly operational reporting dashboards focused on key health metrics.

Monitor SLAs and review operational reports to proactively address client issues.

Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program.

Escalation Management:

Provide operational oversight for client escalations and necessary data.

Collaborate with internal teams on operational data for escalations.

Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.

What you'll bring

3–5 years’ experience in Client Program Management, Customer Success, or Client Operations
Experience facilitating client meetings
Strong client service skills and a professional, calm approach
Confidence working with data, dashboards, and operational reporting
Proven ability to manage multiple workstreams and competing priorities
Experience coordinating across teams without formal authority
Strong written and verbal communication skills
Comfortable handling conflict and escalations constructively
Familiarity with ticket or case‑management systems
Ability to work independently in a fast‑paced environment

All our job postings provide starting pay bands for transparency. In addition to base salary we offer bonus, stock options plus a wide range of benefits.

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More about this job

Responsibilities

The Customer Success Program Manager acts as the primary client contact to manage program operations, meet SLAs, and ensure high client satisfaction. They are responsible for leading client meetings, analyzing performance metrics, and collaborating with internal teams to drive program success.

Requirements

Candidates must have 3–5 years of experience in Client Program Management, Customer Success, or Client Operations. Strong skills in data analysis, client service, and managing multiple workstreams are required.

Skills

Client Program Management
Customer Success
Client Operations
Operational Reporting
Data Analysis
Relationship Building
SLA Management
Risk Management
Compliance
Technical Support
Training
Escalation Management
Root Cause Analysis
Project Management
Communication

Benefits

Bonus
Stock Options

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Program Management
Client Services
SLA
Operational Reporting
Dashboarding
Data Analysis
EBR
Integrations
API
SFTP
SharePoint
Confluence
Root Cause Analysis
Escalation Management
Stakeholder Management
Business Requirements
SOW
Client Engagement
Performance Metrics

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