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Added 12 mins ago
CS
Executive Director- Future Talent Pool
Cogir Senior Living
Toronto, ON · Mississauga, ON · Richmond Hill, ON · Support Office - Ontario
- Full-time
Is operations and sales your passion? Are you ready to inspire and motivate a team? Does delivering superior customer service excite you?
Added 28 mins ago
HW
Sales Support Coordinator
Hellmann Worldwide Logistics
Mississauga, ON
- Full-time
Supports the Trade Lane Director and other sales team members to follow up on open customer issues including coordinating A/R follow-up calls and preparing ad-hoc reports to support the…
Added 1 hour ago
S
Regional Director of Sales – Canada, Government, DoD and Commercial
SpaceBridge
Montreal, QC
- Full-time
We are currently seeking a dynamic sales hunter to fill the position of Regional Director of Sales – Canada, Government, DoD and Commercial. The chosen candidate should be located in Ottawa…
Added 1 hour ago
N
Senior Business Development Manager – IT Staffing
nugget.ai
Toronto, ON
- Contract
We are looking for a highly driven Sales Director / Business Development Manager to lead business development and drive new client acquisition across the US and Canadian markets. The ideal…
Added 1 hour ago
SB
Account Manager
Scandinavian Building Services
Prince George, BC
- Full-time
…building maintenance across Canada today. We attribute our success to staying true to our core values of Service, Motivate, Respect, and Connect. As we continue to grow we are looking to…
Added 1 hour ago
Sales Director, North America - Internal
Range Group - Job Postings
Toronto, ON
The Director, Sales is responsible for leading, managing, and motivating their team of Destination Experts to ensure the team is delivering desired results in their dedicated region.…
Added 1 hour ago
S
Strategic Procurement Advisor
Sybilion
Canada
- Contract
…current or former Chief Procurement Officer, Group Procurement Director or equivalent, to advise our founders and help us build the right industry relationships. You will bring practical…
Added 1 hour ago
GC
Expression of Interest Board of Directors
GrandBridge Corporation
Cambridge, ON
- Other
…technological advancement, infrastructure investment and evolving customer and community expectations are creating new opportunities for the organization and the communities it…
Added 1 hour ago
K
Director, AI Engineering
KPMG
ON · Toronto, Ontario
- Full-time
Lead end-to-end AI solution development or transformation programs using cloud AI services, enhancing customer experience, operational efficiency, and decision-making across various…
Added 2 hours ago
Advanced Care Paramedic
International SOS
Edmonton, AB
Ensure that patients are managed in a professional and customer friendly manner
Added 3 hours ago
HT
Trade Compliance Program Manager
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 3 hours ago
BC
Ralph Lauren Associate Manager
BoF Careers
BC · British Columbia, Canada
- Full-time
…Manager, in addition to owning their duty of responsibility. Success is achieved through operational excellence, optimizing talent and new ways of selling, while ensuring the highest level…
Added 5 hours ago
G
Head of Product Design & Campaigns
GotPhoto
Remote, Canada
- Full-time
- Remote
…thousands of photographers trust our software , creating their own success stories along the…
Added 5 hours ago
J
Head of Vendor Management / Associate Director
Jobgether
Canada
- Full-time
…partner is looking for a Head of Vendor Management / Associate Director based in…
Added 6 hours ago
KC
Director, AI Engineering
KPMG Canada
Toronto, ON
- Full-time
Lead end-to-end AI solution development or transformation programs using cloud AI services, enhancing customer experience, operational efficiency, and decision-making across various…
Added 9 hours ago
HT
Trade Compliance Program Manager
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 9 hours ago
CW
Facility Solutions Manager, full time
City Wide Facility Solutions
Burnaby, BC
- $55,000 to $80,000 CAD / year
- Full-time
…performance and compliance with client requirements, trouble-shooting customer requests/complaints, coordinating site visits, and developing long-term relationships with clients and…
Added 9 hours ago
CW
Facility Solutions Manager, full time
City Wide Facility Solutions
Vancouver, BC
- $55,000 to $80,000 CAD / year
- Full-time
…performance and compliance with client requirements, trouble-shooting customer requests/complaints, coordinating site visits, and developing long-term relationships with clients and…
Added 10 hours ago
BF
Principal, Business Capability & Transformation Design
BC Ferries
BC · British Columbia, Canada
- Full-time
Reporting to the Executive Director, Business Transformation, you contribute value through key areas of oversight such as:
Added 10 hours ago
P&
Directeur adjoint, Ingénierie Digital Engine Service (DES) / Associate Director, DES Engineering
Pratt & Whitney
Mississauga, ON
- Full-time
Added 10 hours ago
FC
Senior Workday Functional Specialist
Fanshawe College
London, ON
- Full-time
Reporting to the Director, Workday, the Senior Workday Functional Specialist - Student provides specialized functional and technical expertise in the support, configuration, maintenance,…
Added 10 hours ago
S
Manager of Visitor and Client Experience & Growth
SaskCulture
Regina, SK
- Full-time
Reporting to the Director of Admin & Operations, and working closely with the Marketing & Communications team, you will be responsible for developing and executing our visitor experience…
Added 10 hours ago
P
Senior People Partner
Paystone
Remote, Canada
- $80,000 to $100,000 CAD / year
- Full-time
- Remote
Experience supporting Revenue, Sales, Customer Success, or Operations teams.
Added 11 hours ago
Asset Management Director
Pembina Pipeline Corporation
Calgary, AB
As a trusted advisor to senior leadership, the Director translates complex technical and operational information into strategic business insights that support investment decisions, risk…
Added 11 hours ago
Corporate Quality Specialist
Nestle Operational Services Worldwide SA
Toronto, ON
While Nestlé is known for KitKat®, Gerber®, Nescafe®, and Maggi®, our recipe for success comes down to one thing: our people.

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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