Original job description
Salary: $85,000 - $100,000 CAD, plus benefits
Contract: Permanent, full-time (37.5 hours per week), flexible working
Location: Remote-first within Ontario, with occasional travel for team meet ups and client activity
Application Date: There is no fixed deadline; interviews will be conducted as suitable candidates apply
About Substrakt
We’re a digital partner for arts and cultural organisations.
We design and build websites, develop digital products, and act as a strategic partner to help our clients connect with their audiences and grow their impact. We work with organisations across the UK, Europe and North America, from major institutions to ambitious, independent venues.
We care deeply about the sector we work in. We believe digital should be accessible, thoughtful, and genuinely useful. And we believe the best work happens through long-term, collaborative partnerships.
The role
We’re looking for a Client Success Manager to join our growing North American team.
This is a pivotal role at Substrakt. You’ll be responsible for the success of a portfolio of client relationships - ensuring that our work is strategically aligned, well delivered, and continuously evolving.
You’ll act as the primary point of contact for your clients, guiding them through implementations, projects and ongoing development. You’ll combine strong delivery management with strategic thinking and commercial awareness - helping clients to get the most out of their partnership with Substrakt.
Internally, you’ll work closely with design, engineering and support teams - acting as the bridge between disciplines to deliver high-quality outcomes.
What you’ll be doing
Client relationship ownership
Acting as the day-to-day contact for a portfolio of clients
Building strong, trusted relationships with key stakeholders
Developing a deep understanding of each client’s organisation, goals and challenges
Ensuring clear, consistent and proactive communication
Strategic guidance & roadmap development
Leading Discovery workshops for new website implementations
Delivering Strategic Reviews on existing websites and developing roadmaps for future development
Helping clients prioritise work based on impact and value
Identifying opportunities to improve performance, engagement and revenue
Project Management
Planning and delivering client projects
Working closely with design, engineering and support teams
Ensuring work is well scoped, phased and delivered to a high standard
Maintaining visibility of timelines, risks and dependencies
Commercial awareness & account growth
Owning the commercial performance of your client portfolio
Identifying and shaping opportunities for future projects
Developing scopes and proposals that reflect value and outcomes
Supporting revenue forecasting through a clear view of pipelines
Client experience & continuous improvement
Ensuring a high-quality and consistent client experience
Gathering feedback and identifying areas for improvement
Contributing to how we refine our processes, products and approach
Success in this role looks like
Strong, trusted client relationships
Work delivered on time, on budget and to a high standard
Clear, effective client roadmaps
Contribution to client retention and growth
Positive client feedback and satisfaction
How we work
Our core values are: Curious, Collaborative, Smart, Playful and Inclusive
We’re collaborative, open and supportive
We value curiosity and thoughtful problem solving
We care about doing good work, not just shipping quickly
We aim to build long-term partnerships with clients and with each other
What we’re looking for
We’re less interested in job titles and more interested in how you think and work. That said, you’ll likely bring:
Experience managing client relationships in a digital agency, consultancy, start-up or similar environment
Strong experience of managing digital projects
Confidence leading conversations around strategy, budgets and roadmaps
Excellent organisational skills and attention to detail
Commercial awareness - you understand how work translates into value and revenue
Ability to work collaboratively across multidisciplinary teams
Experience in the arts and culture sector is a bonus, but not essential.
Why join Substrakt?
Work with some of the most exciting cultural organisations in the UK and North America
Be part of a growing North American team, shaping how we work in this region
Have real impact on client relationships, strategy and outcomes
Work in a team that genuinely cares about the sector and the work we do
We’re a purpose-driven team, who are B-corp accredited, that values creativity, openness, and continual improvement. We believe in creating work we’re proud of and supporting each other to grow along the way. You’ll have the chance to work with some of the most inspiring arts and cultural organisations, contributing to meaningful projects that make a real impact.
Benefits
We operate a flexible, hybrid working model that supports autonomy and work-life balance.
We have enhanced time off policies too with a focus on parents and carers, vacation days (you’ll get 25 days, plus public holidays and you’ll never work a birthday again - because we give you that off)
We offer private healthcare and a monthly wellbeing allowance of $90 to spend on whatever makes you feel good (whether that be a gym membership, a meal out, or a treatment of some kind)
Everyone gets 6 days per year to focus on their own professional development, and a $925 budget to go along with that too.
We invest heavily in communication and connection through weekly mailers, and an intentional meeting cadence. We also organise and cover the cost of annual team gatherings in Ontario, and we’ll also fly you to the UK once a year to connect in person with the wider team (if you’re up for it)
Not all benefits come in the form of traditional ‘perks’. At Substrakt, we place a strong emphasis on building the right team structure and workflows, so everyone knows what they’re accountable for and can focus on doing their best work.
All team members have the opportunity to participate in our steering groups which aren’t just ‘nice to haves’ - they help everyone stay curious and influence the way Substrakt approaches things like Equality, Diversity and Inclusion, Internal Culture, Accessibility, AI, and Sustainability
If this sounds like the kind of work and environment you’d thrive in, we’d love to hear from you.
Substrakt is an equal opportunities employer and we welcome applications from all suitably qualified people regardless of their ethnicity, gender, disability, religion, sexual orientation or age. We are committed to making Substrakt an inclusive and welcoming workplace for all.
