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Client Success Manager
Pavago
Remote, Canada
Remote
Client Success Manager (Revenue Growth & Client Success) – Remote
Client Success Manager
Absorb
Remote, Canada
Full-time · Remote
As a Client Success Manager (CSM) at Absorb, you will play a dual impact role - owning client relationships while driving product adoption and simultaneously serving as an L&D practitioner…
Senior Client Success Manager - NuORDER (18-month fixed-term contract)
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
NuORDER by Lightspeed is seeking a Senior Client Success Manager (CSM) to join its B2B Client Success team. This role is pivotal in driving customer retention, expanding revenue through…
Commercial Operations & Client Growth Manager – Remote B2B Sales and Client Success (Commission-Only Independent Contractor)
Miles Ahead Hosting
Remote, Canada
60,000 to 100,000 CAD / year
Full-time · Remote
Commission is earned only on eligible client revenue after the client’s payment has been received and cleared. All commission terms and shared-deal splits must be approved in writing. If…
Client Success Manager
Substrakt
Remote, Canada
85,000 to 100,000 CAD / year
Full-time · Remote
We’re looking for a Client Success Manager to join our growing North American team.
Event Production & Client Success Manager
From Day One, Inc.
Remote, Canada
From 75,000 CAD / year
Full-time · Remote
The Event Production & Client Success Manager manages the logistical needs of our production calendar for both live and virtual events, and owns the relationships with the sponsors who…
Client Success Manager
Blackline Safety
Remote, Canada
Full-time · Remote
The Client Success Manager is responsible for building strong relationships with clients, ensuring their satisfaction, and driving long-term value from the company's offerings. This role…
Client Success Manager
Bask Health
Remote, Canada
Full-time · Remote
5+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
Client Success Manager
Bask Health
Remote, Canada
Full-time · Remote
5+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
Customer Success Manager
Trivium
Remote, Canada
Full-time · Remote
3+ years of experience as a Customer Success Manager, Account Manager, or Client Success Specialist, preferably in a marketing agency environment.
Remote Client Success Coach for Limitless Agency
Limitless Agency
Remote, Canada
55,000 to 70,000 USD / year
Full-time · Remote
As a Client Success Coach, you're the primary relationship owner for every client you carry. You're the face they see after they sign, the voice that guides them through the program, and…
Added 17 hours ago
Customer Success Manager, Oakville (Toronto)
Timescapes
Remote, Canada
Full-time · Remote
As a Customer Success Manager, you are responsible for ensuring project teams realize maximum value from Timescapes across the entire project lifecycle, with a heavy focus on onboarding,…
Customer Success Manager
BusPlanner
Remote, Canada
Full-time · Remote
BusPlanner is hiring a Customer Success Manager to manage and grow relationships with school districts across Canada. This is a hybrid role that combines account growth and customer…
Client Success- Paid Ads
Pearmill
Remote, Canada
Full-time · Remote
The Client Success- Paid Ads role will report directly to our Head of Performance. This is a role that works closely with our clients, as well as our leadership team - giving this…
Customer Success Manager
SuiteSpot
Remote, Canada
Full-time · Remote
…their long-term business goals? At SuiteSpot, our Customer Success Manager (CSM) is the strategic advisor accountable for driving continuous value, retention, and growth across our client…
Manager, Client Experience
Boldr
Remote, Canada
Full-time · Remote
In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships as well as developing and empowering Boldr’s Team Captains to be successful in their role. You…
Technical Customer Success Manager (CSM)
Vantage Circle
Remote, Canada
Full-time · Remote
We are seeking a Technical Customer Success Manager who functions as a "Trusted Advisor" and a critical bridge between our clients’ business goals and our platform’s technical ecosystem.…
Partner Success Manager
Float
Remote, Canada
100,000 to 120,000 CAD / year
Full-time · Remote
As a Partner Success Manager, you'll own the relationship between Float and the accounting firms, bookkeepers, fractional CFOs, affiliates, VCs, and consultants who refer their clients to…
Customer Success Manager
Matador Solutions
Remote, Canada
Full-time · Remote
…Internally, this position is formally titled Co-op Project Manager, though you will work with clients and represent the role as a Customer Success…
Customer Success Manager
Spellbook
Remote, Canada
102,000 to 120,000 CAD / year
Full-time · Remote
We’re seeking a proactive Customer Success Manager (CSM) to drive success for our mid-market and enterprise clients. The ideal candidate is experienced in SaaS customer success, skilled at…
Senior Customer Success Manager
Bask Health
Remote, Canada
Full-time · Remote
7+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
Customer Success Manager (Fully Remote)
Valsoft Corporation
Remote, Canada
Full-time · Remote
At least 4 years of experience in account management, customer success, client services, or a similar client-facing role (SaaS experience a plus, not required).
Sr. Customer Success Manager - Fraud/AML Strategy
DataVisor
Remote, Canada
135,000 to 160,000 CAD / year
Full-time · Remote
As a Senior Customer Success Manager (CSM), you will serve as a strategic partner to key enterprise clients, helping them drive ROI through advanced fraud detection, AML compliance, and…
Mid-Market Customer Success Manager (Toronto)
Harvey
Remote, Canada
125,000 to 145,000 USD / year
Full-time · Remote
As a Customer Success Manager you’ll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at both law firms and in-house teams.…
Customer Success Manager (Tech Startup)
Rankbreeze
Remote, Canada
24,000 to 33,000 USD / year
Full-time · Remote
We’re looking for a motivated Customer Success Manager to help our growing team scale our product support.

Boldr

Manager, Client Experience

Remote, Canada

Full-timeRemote

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

The Manager, Client Experience is responsible for nurturing client relationships and developing team captains to ensure operational excellence and KPI achievement. They act as a business owner, managing daily client communications, performance reporting, and internal team development.

Requirements

Candidates must have at least 3 years of experience in a client-facing operations role, BPO or staffing industry knowledge, and people management experience. Proficiency in Google Suite and strong analytical, communication, and leadership skills are required.

Experience

2 to 5 years

Working hours

40 hours per week

Job type

Full-time

Work arrangement

Hybrid

Skills

People management
Operational performance
Performance reporting
Escalation management
Training
Strategic planning
Analytical thinking
Conflict resolution
Contract management
Process improvement
Communication
Leadership
Data analysis
Presentation skills

Visa sponsorship

Not detected in the job text

Keywords

Client Experience
BPO
Staffing
Operations Management
Hubspot
Google Suite
SLA
KPI
MSA
Lean Six Sigma
Team Leadership
Performance Management
Client Success
Business Growth
Operational Excellence
Root Cause Analysis
Stakeholder Management
Contract Management
Reporting
Coaching

Original job description

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
We are a global team, united by our desire to connect diverse people with common values for boldr impact.

LET’S START WITH OUR VALUES

Meaningful connections start with AUTHENTICITY
We do our best work by being CURIOUS
We grow by remaining DYNAMIC
Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience team.

In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships as well as developing and empowering Boldr’s Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality.

You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis.

You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DOProcesses

Develop and maintain an authentic relationship with all the Client and internal stakeholders.
Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
Create and manage Client contracts such as MSAs and SLAs.
Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
Root cause analysis, planning and execution to ensure KPIs are met
Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities
Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.

People Management

Supervise and develop Team Captains through guidance, observation, and performance management activities.
As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.

This also provides an opportunity to observe the Team Captain’s presentation, Client communication and coaching skills.

Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
Establish, promote, and maintain the Boldr culture within the organization.
Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
Act as the escalation point for the Team Captains and Senior Team Captains.
Responsible for upholding our organization’s values throughout the workplace
Monitor achievement of internal and external KPI’s and ensure Operational Excellence
Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.

Tools, Administration, and Reporting

Familiarity with Google Suite of Services is a must for this role

Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr

Experience with Hubspot is a plus.
Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

Coordinate necessary training and best practices related to Tools and Processes
Onboard new hires to ensure they are fully ready to succeed in their role.
Lean six sigma knowledge and/or certification is a plus

Ongoing support and knowledge sharing

Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide.

WHAT WE’LL LIKE ABOUT YOU YOU ARE…

Curious and authentic, just like us! #beboldr

An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction.
Proactive and self-motivated
Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
A servant leader
Confident, yet humble
Aware of your strengths and AFIs
Knowledgeable but not afraid to ask questions or ask for help
A quick learner
Adept at giving as well as taking direction
Responsive
Able to understand and prepare for the impact of a simple “yes”; able to provide alternative solutions when “no” is necessary
Able to DO and DELEGATE; understand the different circumstances where each is necessary
Purposeful with a sense of urgency
Able to connect with team members, Clients and internal customers
Able to manage conflict, redirect differences towards a common goal

YOU HAVE…

3+ years in a Client facing role (Ops manager)
3+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries .
3+ years people management experience.
Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for.
Create dashboard and provide visibility to stakeholders
Identify root causes, design and execute action plans
Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
Read, research, and draft letters, emails, and documents.
Identify complex problems and review related information to develop and evaluate options and implement solutions.
Speaking in a public setting and delivering presentations to individuals and groups.
Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.

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