The opportunity
We are hiring a Client Services Manager to lead a pod of Account Coordinators and Account Managers, and to hold at least one of our larger accounts directly.
The role carries two distinct accountabilities: the performance and development of your team, and the strategic direction of a significant client relationship. It is suited to an experienced account leader ready to take on formal people management, with scope for that responsibility to grow as the team does.
Why this role exists now
Our Client Services team has grown quickly, and we are investing in how it runs: tighter onboarding, earlier visibility on client health, and clearer development paths for the team. You are being hired to help deliver that.
In your first twelve months, we would expect you to:
- Establish a consistent standard of client review across your pod, so quality does not vary depending on who is on the account
- Take full ownership of your own client relationship, including strategy, performance against targets and renewal
- Build an accurate picture of each team member's strengths and development gaps, and put plans in place against them
- Contribute to how the wider team improves onboarding, client health monitoring and reporting
- Contribute to an enhanced client and publisher experience by identifying opportunities for improvement and providing actionable insights and recommendations to ensure goals are being met and budget is being utilized
- Lead troubleshooting efforts for tracking and technical implementation issues, providing guidance and support to internal teams and clients
What you will do
Lead the pod
- Run one-on-ones, set clear goals for each role, and hold quarterly performance conversations that people leave knowing where they stand
- Coach through the work: sit in on client calls, review reporting before it goes out, and give feedback that changes what happens next time
- Manage workload across the pod, including cover during absence and reallocation when a client escalates
- Own hiring and onboarding for your pod as it grows
Own your clients and support your team's
- Build and deliver program strategies for your accounts against agreed client goals and revenue targets
- Step in on escalations across the pod, whether that is a tracking failure, a missed target or a relationship that has gone quiet
- Spot churn risk early and act on it rather than reporting it
- Identify expansion opportunities across the pod's portfolio and work them with the commercial team
Keep the operation tight
- Work in our project management system, so the pod's status is visible without anyone having to ask
- Hold a working knowledge of our tracking and integration setup, enough to triage an issue and know when to escalate to product or engineering
- Report on pod performance accurately and on time, and explain what is behind the numbers
- Work with sales, marketing, product and engineering on anything your clients need from them
What we are looking for
- Five or more years in client services, account management or performance marketing, with at least two spent leading people, formally or as a team lead
- Evidence that you have developed someone: promoted them, turned around a performance problem, or built capability that outlasted you
- A track record of holding client relationships through difficulty, not just when the numbers are good
- Comfort with data & strong Microsoft Excel and PowerPoint skills. You can read performance reporting, find what is off and explain it to a client without hiding behind it
- Enough technical curiosity to understand how tracking and integrations work, or the willingness to learn quickly
- Affiliate marketing experience is an advantage, and financial services or another regulated industry more so.
What we offer
- $80,000 to $90,000 per year, plus comprehensive health and wellness benefits
- Hybrid schedule, four days in our Vancouver office and one remote day
- Five paid personal days and paid volunteer time
- A route from CSM to Senior CSM, and a say in how that path is defined
