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Added 27 mins ago
WI
Senior Technical Director - Tailings, Waste Dumps and Stockpiles
WSP in Canada
AB · Edmonton, AB
- Full-time
…across British Columbia, Alberta, and beyond. As the Regional Lead for Mine Waste Dumps & Stockpiles, you will set the strategic direction, elevate technical excellence, and grow a practice…
Added 27 mins ago
D(
E-Billing Team Lead
DWF (Canada)
Toronto, ON
- Full-time
We currently have an exciting opportunity for a Billing Team Lead. This role includes oversight of national eBilling operations across Canada.
Added 27 mins ago
I
systems integration engineer - software
iSteer
Toronto, ON
- Full-time
Lead and co-ordinate teams of information systems professionals in the development of software and integrated information systems, process control software and other embedded software…
Added 27 mins ago
GA
Assistant General Manager, AX Chinook Centre
Giorgio Armani
Calgary, AB
- Part-time
…align the entire team on driving sales, providing an excellent client experience, building strong talent and ensure the store operates efficiently and effectively. Your ability to combine…
Added 27 mins ago
NL
Logistics Coordinator / Team Lead - Coordonnateur / Coordonnatrice de la logistique - Chef d'équipe
NUAGE Logistics Inc.
Vaudreuil-Dorion, QC
- Full-time
We are looking for an experienced Logistics Coordinator Team Lead for our Saint-Lazare office. As a Logistics Coordinator, you will play a pivotal role in ensuring smooth and efficient…
Added 27 mins ago
SF
Senior Project Manager
Soletanche Freyssinet
BC · British Columbia, Canada
- Full-time
…closeout while ensuring safety, quality, profitability and client…
Added 27 mins ago
RH
Head of Operational Risk
Robert Half
Toronto, ON · North York, ON
- Full-time
Our client, a well-established investment management organization, is seeking a Director, Risk & Audit to join their growing team. Reporting to senior leadership, this individual will be…
Added 27 mins ago
RH
Controller
Robert Half
Markham, ON
- Full-time
Our client, a growing North American subsidiary of a global organization, is seeking an experienced Controller to lead its accounting and finance function. Reporting to executive…
Added 27 mins ago
CF
Strength and Conditioning Coach - CANSOFCOM (Ottawa)-EN
Canadian Forces Morale and Welfare Services
Ottawa, ON
- $77,120 to $90,780 CAD / year
- Full-time
The Strength & Conditioning Coach – CANSOFCOM will lead and assist in delivering strength and conditioning programs focused on optimizing physical performance and returning to duty from…
Added 27 mins ago
D
Director, Financial Performance
Desjardins
Toronto, ON · Montreal, QC · Levis, QC
- Full-time
…manage people and performance, produce reports and ensure member/client satisfaction. More specifically, you will be required…
Added 27 mins ago
E
Junior Hazardous Materials Technician (Bilingual)
EXP
Ottawa, ON
- Full-time
Experience working in a client-focused environment with demonstrated customer service skills.
Added 27 mins ago
Hydropower Senior Manager - Digital - North America
Hatch
Mississauga, ON
…Digital Consulting Leader with HydroPower industry and operations experience who combines entrepreneurial Digital Consulting Leadership with exceptional client & market-facing business…
Added 57 mins ago
WS
Provider Relationship Manager (Contract Manager)
WCG Services
Toronto, ON
- Full-time
Take a lead role in community engagement, and integration with existing services.
Added 57 mins ago
RH
Controller
Robert Half
Toronto, ON
- $125,000 to $135,000 CAD / year
- Full-time
Our client, a growing financial services organization, is seeking an experienced Controller to lead its accounting, financial reporting, treasury, budgeting, and financial compliance…
Added 1 hour ago
E
Regional Director – Quebec & Eastern Ontario / Directeur Régional – Québec et Est de l'Ontario
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Ottawa, ON
- Full-time
Substantial experience in client-facing roles, including building senior client relationships, resolving complex concerns and identifying opportunities to create additional value.
Added 1 hour ago
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Concurrent Disorders Counsellor, Minimum and Medium Security Units FPS
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Port Coquitlam, BC
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Added 1 hour ago
RH
Controller
Robert Half
Richmond Hill, ON
- $130,000 to $150,000 CAD / year
- Full-time
Our client is a well-established and growing residential home builder and land developer with a strong reputation for creating exceptional communities across the GTA. With a robust pipeline…
Added 1 hour ago
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Business & Marketing Development Manager
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Abbotsford, BC
- Full-time
3–5 years in marketing, business development, or client management (experience in restoration, insurance, or property management sectors is highly desirable).
Added 1 hour ago
V
Head of Clinical Services & Governance
VMCH
Mulgrave, NS
- Full-time
You will lead the oversight of nursing and allied health services, ensuring care is safe, effective, evidence-based and person-centred, while strengthening the systems that support clinical…
Added 1 hour ago
CI
Insurance Defense & Class Actions Associate (2–4 Years)
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Toronto, ON · North York, ON
- Full-time
…complex class action proceedings - while gaining direct, hands-on experience in the courtroom and before administrative…
Added 1 hour ago
I
Finance Director
isgSearch
Windsor, ON
- $160,000 to $180,000 CAD / year
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Lead, coach, develop, and motivate the Finance team while building a positive, collaborative, and accountable culture.
Added 2 hours ago
A
Payroll & Rewards Operations Lead
APPLY
Toronto, ON
- Full-time
As a Payroll & Rewards Operations Lead, you’ll be a cornerstone of our global People Operations function, sitting at the intersection of global rewards and people analytics. You will drive…
Added 2 hours ago
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Occupational Therapist I
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AB · Edmonton, AB
- Part-time
…professional development for team members at all levels of experience. The team is also supported by the Occupational Therapy Professional Practice Lead for Covenant Health. The team…
Added 2 hours ago
AI
Senior Software Engineer-React Native
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Toronto, ON · Greater Toronto Area, Canada
- Full-time
We are seeking a Senior/Lead React Native Engineer with 8+ years of mobile engineering and 5+ years of production React Native experience.Strong expertise in React Native 0.76+, New…
Added 2 hours ago
CH
Physiotherapist I
Covenant Health Canada
AB · Edmonton, AB
- Full-time
…professional development for team members at all levels of experience. The team is also supported by the Physical Therapy Professional Practice Lead for Covenant Health. The team welcomes…

Medallia

Director, Client Services

UNAVAILABLE, Toronto, ON, Canada

The annual base salary range for this position is $169,000-$219,000 CAD. · Full-time

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Job details

Pay: The annual base salary range for this position is $169,000-$219,000 CAD.
Job type: Full-time
Apply by: Oct 5, 2027
Posting language: English
Posted: Oct 5, 2026

Original job description

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

About This Role:

The Portfolio Lead is a critical, people-managing leadership role within our Engagement Track of the Customer Services Organization Responsible for the strategic health, commercial success, and operational excellence of a dedicated customer portfolio.

In this role, you are considered the "CEO" of your assigned portfolio. You command end-to-end responsibility for the people, their performance, portfolio financials, customer outcomes, and the overall account health associated with your book of business. You will lead, mentor, and scale a high-performing team of 7 to 9 (or up to 10) Engagement Managers (EMs), acting as an internal "knowledge multiplier" who owns team enablement, professional development, and program/project management practices.

Accountable for aggregate customer health, renewals, and expansion revenue, you will partner closely with Sales leadership and operate as the primary point of escalation for accounts within your portfolio. This role demands a sophisticated blend of commercial acumen, people leadership, and a hands-on understanding of the Medallia platform to drive customer retention and growth.

Responsibilities

Portfolio Health:
- Commercial & Delivery Ownership: Own aggregate customer health, retention, renewals, and expansion revenue for assigned accounts.
  Sales Partnership: Align services delivery directly with Sales leadership and Account Executives to protect retention and unlock growth whitespace.
Strategic Value:
- Value Realization Framework: Institutionalize Medallia’s framework to ensure Engagement Managers (EMs) map technical execution directly to client business outcomes.
  Technical Authority & Vision: Maintain hands-on platform mastery to lead C-suite "art of the possible" discussions, validate client investments, and govern multi-year roadmaps.
Team Leadership:
- Team Scale & Management: Recruit, mentor, and scale a team of 7–10 Engagement Managers, overseeing performance, program management standards, and team utilization.
  Coaching & Onboarding: Build structured onboarding and provide continuous, active coaching on account strategy, complex problem-solving, and career growth.
Executive Sponsorship & Portfolio Escalation:
- Executive Advisory: Build long-term partnerships with C-level stakeholders and coach EMs through sensitive, high-stakes client conversations.
- Escalation Ownership: Act as the primary leadership escalation point for portfolio-level risks, aligning internal teams and clearing roadblocks to protect delivery outcomes.
Operational Excellence & Cross-Functional Alignment:
- "One Medallia" Governance: Enforce consistent delivery standards, operating rhythms, and governance reviews (including CCP and account reviews) across the portfolio.
- Cross-Functional Orchestration: Partner with Product, Sales, and Support to resolve systemic blockers, secure root-cause fixes, and scale best practices globally.

Qualifications

Minimum Qualifications:

Education: Bachelor's degree, with a demonstrated interest in technology, comfort with technical concepts, and a commitment to self-guided learning.
Proven track record in Professional Services, Management Consulting, or high-touch Customer Success/Account Management in the SaaS industry.
People Leadership: At least 3+ years in a people management role successfully managing and developing high-performing team members (preferably leading 7+ direct reports).
Commercial Acumen: Strong experience running a portfolio of accounts, driving renewals, and identifying expansion opportunities within a technology or SaaS environment.

Preferred Qualifications:

Strategic Advisory & Thought Leadership: Ability to think strategically about complex business challenges, with a focus on the "why" behind program development over the technical "how" of platform implementation. Proven ability to originate and articulate new ideas, provide counsel to executive-level contacts, and lead deep conversations about many parts of their business.
Influential & Coaching Leadership: Widely recognized as a coach and role model. Proven ability to lead, motivate, and guide cross-functional teams and external partners through influence rather than direct authority. Ability to coach others to develop and articulate business insights.
Sophisticated Communication: Exceptional executive presence, verbal/written communication, and the ability to persuade senior stakeholders, adapting approaches in real-time to synthesize complex information.
Problem Solving & Analytical Thinking: Ability to develop actionable, unique insights or frameworks that become foundational to our customers' business or worldview, or shape our best practices. Proactive approach to business challenges and risk containment.
Domain Expertise: Familiarity with Customer and Employee Experience (CX/EX) and/or the Medallia platform (such as Medallia Experience Cloud) is highly preferred.

This posting is for an existing vacancy. Medallia is committed to equal pay and transparency. The annual base salary range for this position is $169,000-$219,000 CAD. This position is bonus eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within Canada. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

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More about this job

Responsibilities

The Director of Client Services acts as the leader for a dedicated customer portfolio, overseeing team performance, financial health, and customer outcomes. They are responsible for mentoring engagement managers, driving renewal and expansion revenue, and maintaining strategic relationships with C-suite stakeholders.

Requirements

Candidates must have a bachelor's degree and at least 3 years of experience in a people management role within a SaaS or professional services environment. Strong commercial acumen, executive presence, and a proven track record in managing high-performing teams are required.

Skills

People management
Customer success
SaaS
Account management
Strategic planning
Portfolio management
Revenue growth
Client services
Executive communication
Team leadership
Professional services
Management consulting
Customer experience
Employee experience
Program management
Business development

Benefits

Bonus eligible

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Medallia Experience Cloud
Customer Success
Account Management
Professional Services
Management Consulting
Portfolio Management
Revenue Growth
Renewal
Expansion
People Leadership
CX
EX
Strategic Advisory
Executive Presence
Program Management
Business Outcomes
Stakeholder Management
Team Enablement
Operational Excellence

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