Who We Are
OnDeck Marketing is a fast-growing digital out-of-home media company operating inside community colleges and high schools across North America. We connect higher ed institutions with their ideal prospective students through screens placed in school hallways, and through managed digital media campaigns across social media and programmatic platforms. Our client portfolio is established and growing - and every account needs an owner who treats it like their own business.
The Role
The Client Success Manager owns a dedicated portfolio of client accounts end-to-end – building the relationship, running the day-to-day, and proactively looking for ways to grow it. This is not a supporting role: you are the primary point of contact for your accounts, working alongside our other Client Success Managers as peers rather than behind them.
You'll report to Client Success Lead Jamie Pragnell, work alongside Senior Client Success Manager Steve Gatenby, and lean on the Growth Strategist and Operations teams as needed – but the accounts in your portfolio are yours to manage.
The right person for this role is relationship-driven, organized, and always looking one step ahead for where an account can grow.
What You'll Do
Portfolio & Account Ownership
- Own a dedicated portfolio of client accounts end-to-end, from onboarding through renewal.
- Serve as the primary point of contact for your accounts – the person clients call first.
- Manage and grow new relationships with newly acquired clients
- Keep account records, contract details, and campaign timelines accurate and current in HubSpot.
- Track the health of each account in your portfolio and flag risk early.
Account Growth
- Proactively identify upsell, cross-sell, and expansion opportunities within your portfolio.
- Build and pitch account-specific growth plans that show clients a clear path to expanding their partnership.
- Track and report progress against growth targets for your portfolio to the Client Success Lead.
- Support the team in tracking and building RFP submissions for new and existing clients.
Reporting & QBRs
- Prepare and lead Quarterly Business Reviews for your own accounts, translating performance into a case for continued or expanded investment.
- Compile and present campaign performance data to clients directly.
Client Relationship Management
- Run regular check-ins, campaign kickoffs, and status calls for your accounts.
- Handle day-to-day client communication and be the first line of response for questions or issues.
- Coordinate with DOOH and Digital Operations to ensure content and campaigns for your accounts run smoothly.
Peer Collaboration
- Work alongside the Marketing team to implement new services, growth strategies, and best practices.
- Contribute to shared account management processes and playbooks.
- Bring client feedback and market insight back to the broader Client Success team.
- Work and collaborate alongside DOOH and Digital Operations teams to increase efficiencies and communications between campaign results and clients.
- Bring client feedback and market insight back to the broader Client Success team.
What Good Looks Like at 12 Months
- Owns a full, healthy portfolio of accounts, each with a documented growth plan.
- Delivered consistent, high-quality QBRs across their own portfolio.
- Closed multiple account expansions (new products, increased spend, or additional partnerships) within their portfolio.
- Maintained or improved client retention across their book of business.
- Recognized as a full peer within the Client Success team, not a support function.
Who You Are
- Relationship-Driven: Clients trust you because you're genuinely invested in their success, not just their renewal.
- Growth-Minded: You naturally spot where an account could do more, and you're not shy about pitching it.
- Organized: You can run a full portfolio without anything slipping.
- A Confident Communicator: Comfortable leading a QBR or a hard conversation with a client on your own.
- A True Collaborator: You work alongside the CS Team, and all departments, to create the best possible experience for team members and clients.
Qualifications & Experience
Required
- 2-4 years in account management, client services, or a client-facing coordination role, ideally within an agency or service-based business.
- Comfortable owning client relationships directly, including delivering updates and having difficult conversations.
- Experience working in a CRM (HubSpot or equivalent) and keeping accurate account records.
- Strong written and verbal communication.
- Self-starter, comfortable managing a portfolio with real autonomy.
Preferred
- Experience in digital marketing, advertising, media, or out-of-home (OOH).
- Experience identifying and closing account expansions or upsells.
- Post-secondary education in Business, Marketing, Communications, or a related field.
Role Scope & Benefits
- Salary Range: $75,000 - $95,000 CAD, commensurate with experience.
- Performance bonus tied to portfolio retention, account growth, and QBR delivery.
- Full-Time.
- Calgary, AB – Hybrid.
- Health and dental benefits.
- 15 paid vacation days, plus a 2-week holiday office closure.
Reporting & Key Relationships
- Reports directly to Client Success Lead
