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Added 15 hours ago
SP
Technical Architect Director - PubSec - Mulesoft Canada
Salesforce Partner Canada
Toronto, ON
- Full-time
The Director, Data Foundation Delivery is a senior leader who owns the strategy, architecture, and successful delivery of enterprise Data Foundation engagements for Salesforce Professional…
Added 19 hours ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
In a context of sustained growth and transformation of its activities, Lacroix Medical Group is seeking a Director of Information Technology who will actively contribute to the…
Added 19 hours ago
IG
Manger of Enterprise Integrations
ISB Global Services
Guelph, ON
- Full-time
Experience working with APIs and SaaS platforms.
Added 20 hours ago
S
Revenue Enablement Lead
Semios
Vancouver, BC
- $95,000 to $115,000 CAD / year
- Full-time
…revenue processes across the organization. Reporting to the Director, Revenue Enablement, you will partner closely with sales leadership, marketing, product, and finance to build…
Added 20 hours ago
J
Senior Director, Aftermarket Channel
Jobgether
Canada
- $176,000 to $220,000 USD / year
- Full-time
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Director, Aftermarket Channel based in Canada.
Added 20 hours ago
O
Client Success Services Program Manager
OpenText
Waterloo, ON
- Full-time
As a Client Success Program Manager in Waterloo, ON, you will report to the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client…
Added 20 hours ago
B
Regional Sales Director (Mississauga)
BoomerangFX
Mississauga, ON
- Full-time
As a Regional Sales Director(OTE $140-170k), you’ll take the lead in driving revenue growth by owning the entire sales cycle. You will be responsible for prospecting your own territory and…
Added 20 hours ago
D
Principal Creative Director, AI Video
Deel
Canada
- Full-time
As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies – breaking down borders that have…
Added 20 hours ago
HO
Director of Sales And Marketing
Humans of HR
Vancouver, BC · Greater Vancouver, BC
- $150,000 to $200,000 CAD / year
- Full-time
We’re recruiting on behalf of a well-established client in the Greater Vancouver area, in the technology space, for a Director of Sales & Marketing to join their leadership team.
Added 20 hours ago
S
Lead Business Process Architect
Sage
Canada
- Full-time
Reports to: Program Director, Global Model Office (GMO)
Added 20 hours ago
E
Senior Engineering Manager, Analytics
Emburse
Toronto, ON
- Full-time
…insights our customers use to control spend. Reporting to the Director of Engineering in a hybrid role, you will focus on people and delivery: owning a strong SDLC, partnering with Product…
Added 20 hours ago
TS
Revenue Enablement Lead
The Semios Group
Remote, Canada
- Full-time
- Remote
…revenue processes across the organization. Reporting to the Director, Revenue Enablement, you will partner closely with sales leadership, marketing, product, and finance to build…
Added 20 hours ago
S
Chief Financial Officer
Solink
Remote, Canada
- Full-time
- Remote
Proven track record scaling SaaS or technology companies from ~$50M to $200M+ revenue, with experience navigating different exit paths.
Added 21 hours ago
JS
Client Success, Supervisor
Jonas Software
Markham, ON · Canada - Markham - Ontario
- Full-time
…receivable follow-up. The Supervisor reports to the Senior Director, Client Success &…
Added 21 hours ago
JC
Client Success, Supervisor
Jonas Club Software
Markham, ON · Canada - Markham - Ontario
- Full-time
…receivable follow-up. The Supervisor reports to the Senior Director, Client Success &…
Added 21 hours ago
Z
Solutions Director
Zip
Remote, Canada
- Full-time
- Remote
…consulting - with at least 4+ years in a senior leadership or director-level capacity at a SaaS or B2B enterprise technology…
Added 21 hours ago
Director, Demand Generation - 12 Month Contract
KEV Group
Toronto, ON
We are seeking a seasoned, strategic, and results-oriented Director, Demand Generation to lead our demand generation team and accelerate our growth across North America. Reporting directly…
Added 1 day ago
I
Director, People and Culture
illumin
Toronto, ON
- Full-time
Reporting to the COO, we are hiring a Director, People and Culture to help shape the people strategy that supports illumin’s next stage of growth. As our new Director, People and Culture,…
Added 1 day ago
EC
Senior Engineering Manager, Analytics
Emburse Chrome River
Toronto, ON
- Full-time
…insights our customers use to control spend. Reporting to the Director of Engineering in a hybrid role, you will focus on people and delivery: owning a strong SDLC, partnering with Product…
Added 1 day ago
AG
IT Project Manager (Infrastructure / Cybersecurity)
Addmore Group
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…team-oriented, collaborative environment; ability to provide updates to Director and VP levels; adept at building relationships with internal teams and external…
Added 1 day ago
AG
IT Project Manager (Digital / AI specialization
Addmore Group
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…the organization, with a focus on major AI use case delivery, SaaS implementations, digital platform deployments, process automation, data-driven solutions, and business transformation…
Added 1 day ago
Video Editor, Long Form
Martell Ventures
Kelowna, BC
…scalable products and empower ambitious leaders in Media, B2B SaaS, and…
Added 1 day ago
TA
Team Leader, Rocketlane Practice
The Apricity Group
Canada
- Full-time
7+ years in SaaS or PSA implementations, with 3+ years leading delivery teams
Added 1 day ago
I
Customer Success Manager / Project Manager
Infrakit
Strong, ON
- Full-time
You’ll report to the Director of Services & Customer Success and work out of our Espoo HQ.
Added 1 day ago
AW
Director Product Management Development
Agilus Work Solutions
Toronto, ON · Greater Toronto Area, Canada
- $140,000 to $175,000 CAD / year
- Full-time
We are seeking a Director, Software Product Management to lead the product strategy and execution for a growing digital platform business. In this leadership role, you will be responsible…

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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