We are hiring a Senior Client Services Manager to lead a group of Client Services Managers and Account Managers, and to hold our most significant client relationships directly.
The role sits above the pod. You are accountable for the performance of the managers running those pods, for the senior relationships in your portfolio, and for the standard of client work across the group. It suits someone who has already managed people well and is ready to manage managers.
Why this role exists now
Our Client Services team has grown past the point where one Director can hold every client relationship and every manager. We are building a layer between the two: someone close enough to the accounts to step in when something is off, and senior enough to develop the people running them. You are being hired to be that.
In your first twelve months, we would expect you to:
- Hold a consistent standard of client review across every pod in your group, so quality does not vary depending on who is on the account.
- Take full ownership of your senior client relationships, including strategy, performance against targets and renewal.
- Build an accurate picture of each manager's strengths and development gaps, and put plans in place against them.
- Identify who in the group is ready to move up, and get them there.
- Shape how the wider team improves onboarding, client health monitoring and reporting.
What you will do
Lead the managers
Coach through the work: sit in on client calls and one-on-ones, review reporting before it goes out, and give feedback that changes what happens next time. Set goals and OKRs for each pod, and hold quarterly performance conversations that people leave knowing where they stand. Manage capacity across the group, including cover during absence and reallocation when an account escalates. Own hiring and onboarding as the group grows.
Own your clients and back your managers on theirs
Build and deliver program strategies for your accounts against agreed client goals and revenue targets. Hold senior relationships through difficulty, not just when the numbers are good. Step in on escalations across the group, 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 group's portfolio and work them with the commercial team.
Keep the operation tight
Work in our project management system, so the status of every pod 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 performance accurately and on time, and explain what is behind the numbers. Carry information both ways between your pods and CS leadership, so decisions are made on an accurate picture. Work with sales, marketing, product and engineering on anything your clients need from them.
What we are looking for
Seven or more years in client services, account management or performance marketing, with at least three spent managing people directly. 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. Comfort with data and strong 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. Affiliate marketing experience is an advantage, and financial services or another regulated industry more so.
What we offer
- $100,000 - $115,000 per year, plus comprehensive health and wellness benefits.
- Hybrid schedule, four days in our Vancouver office and one remote day.
- Five paid sick days and paid volunteer time.
