Partner Success Manager

Who we are

Xodus Travel Services Inc. was established with a clear mission: to tackle and resolve the limitations within the Canadian travel insurance industry that became glaringly apparent during and in the aftermath of the global pandemic. Recognizing the unprecedented challenges faced by travelers and the insurance sector alike, Xodus is committed to revolutionizing the landscape of travel insurance, ensuring Canadians have access to comprehensive and responsive coverage in an ever-evolving world. Be a part of the solution.

About the role

The Partner Success Manager serves as the primary relationship manager for assigned clients and strategic partners, ensuring an exceptional service experience and long-term business success. This role is responsible for fostering strong client relationships, driving account growth, overseeing service performance, and collaborating with internal teams to deliver operational excellence. The Partner Success Manager acts as a trusted advisor to partners by providing strategic insights, performance analysis, and proactive solutions that support client objectives and organizational growth.

What you'll do

• Act as the primary liaison for assigned clients, managing day-to-day communication and ensuring high levels of satisfaction
• Lead regular account reviews and service performance meetings
• Respond to client inquiries with timely, solution-oriented follow-up
• Monitor service level agreements (SLAs) and escalate issues as necessary to ensure contractual commitments are fulfilled
• Coordinate internally across departments to support claims adjudication, emergency assistance, and reporting requirements
• Identify upsell or cross-sell opportunities within existing accounts
• Support the onboarding of new clients and partners, including product launches and implementation planning
• Deliver monthly and quarterly performance reports, including claim trends, cost containment results, service metrics, and client-specific KPIs
• Analyze client data to identify patterns and recommend enhancements to products or processes
• Represent the company at industry conferences, partner events, and business development meetings as required
• Maintain knowledge of travel insurance trends, regulatory requirements, and competitive positioning
• Remedy urgent issues as they arise

The skills you bring

• Bachelor’s or Master’s degree in a related field preferred, including but not limited to Business, Communications, Marketing, or other disciplines
• 5+ years of experience in account management, client success, relationship management, or business development 
• Strong customer service and stakeholder management skills
• Excellent written, verbal, and presentation skills
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment
• Bilingual fluency (English/French) is strongly preferred 

What's important to us

• Looking around corners: We want people who can anticipate challenges and opportunities, act with a sense of urgency, and take ownership of their work and outcomes.
• Creative problem solving: We want people who can think outside the box, generate novel ideas, and find effective solutions to complex and dynamic problems.
• Understand and exceed client and consumer expectations: We want people who can listen to and empathize with our clients and consumers, deliver high-quality products and services, and seek continuous feedback and improvement.
• Be a team player: We want people who can collaborate and communicate well with others, respect diversity and inclusion, and contribute to a positive and supportive work environment.

Xodus Travel Services Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at talent@xodus.ca. Our Talent Acquisition team reviews all applications and a hiring manager always makes the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.