Job DescriptionThe Director, Client Success is a transformational leadership role focused on driving a unified and strategic approach to client relationship management, contract renewals, rebids, and cross-selling initiatives. This role ensures our top client accounts are supported through a proactive and integrated retention strategy.
By leveraging client insights and data-driven decision-making, the Senior Director ensures the voice of the client is reflected across operations, sales, and support functions. This role plays a key part in strengthening client relationships, driving growth within existing accounts, and ensuring long-term client satisfaction and retention.
The Senior Director will collaborate closely with senior leadership across Canada, applying best practices, advanced technologies, and innovative strategies to drive operational excellence.
Development and Implementation of Client Retention Strategy- Define and validate a strategic client retention roadmap in partnership with the Canadian Senior Leadership Team to support renewal preparedness and proactive account management.
Client Engagement, Revenue Growth, and Renewal Process Leadership - Represent the "Voice of the Client" internally and ensure it is integrated into renewal and rebid strategies.
- Initiate and oversee cross-sell efforts to meet revenue growth targets within existing accounts.
- Drive the renewal and cross-selling processes, to enable seamless transitions from retention planning to successful contract rebids and forecasted renewals or growth within accounts.
Reporting, Compliance, and Continuous Improvement - Ensure accurate documentation of all client retention activities, communications, and follow-ups using internal systems and tools.
- Drive compliance with all safety, risk, and operational standards while promoting continuous improvement across client-facing practices.
Training, Coaching, and Process Adoption - Collaborate with Learning & Development to implement training initiatives that equip operations and sales teams with the skills needed to execute renewal best practices.
- Mentor and educate team members on using analytical tools to monitor retention efforts and action plan progress.
Collaboration and Stakeholder Management - Foster strong internal partnerships with segment leadership, North American counterparts, and global client success teams to drive strategic retention initiatives.
- Serve as a trusted advisor to senior leadership by delivering regular, data-informed insights and recommendations to enhance client satisfaction and retention performance.
Qualifications- Post-secondary education (Bachelor's degree) in Business, Marketing, or a related field. An MBA or equivalent is preferred.
- A minimum of 6 years of experience in senior client relations, retention, or client-facing roles within a large-scale organization.
- Demonstrated success in managing complex, multi-account portfolios and implementing retention strategies that drive revenue growth.
- Proven experience (minimum 3 years) in a senior leadership role driving change and managing cross-functional teams without direct authority.
- None required
- Proficiency in Microsoft Office applications and experience with CRM systems (e.g., SoForce or equivalent) to manage and track client retention initiatives.
- Strong analytical skills with the ability to present data and insights in a clear, compelling manner to inform strategic decisions.
- Ability to influence senior stakeholders and operate effectively using an "influence without authority" approach.
- Excellent communication skills (both written and verbal) with a demonstrated ability to challenge and influence senior leadership effectively.
- Strong presentation and facilitation skills, with proven ability to train and coach teams.
- A client-centric mindset with excellent negotiation skills and the ability to extract key insights from client interactions.
- Demonstrated track record of strategic thinking, problem solving, and managing client relationships to support long-term renewal and rebid outcomes.
- Ability to work in a fast-paced, matrix environment and can navigate diverse stakeholder groups with varying priorities.
- English
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