Client Experience Lead, ScaleUp

Invest Ottawa/Bayview Yards•Ottawa, ON

30d•$65,000 - $79,000•Onsite

About The Position

The Client Experience Lead, ScaleUp Program is responsible for ensuring companies participating in the IO ScaleUp program receive the guidance and support needed to succeed as they scale. The role oversees a portfolio of 60+ high-growth technology companies, guiding them from onboarding through program completion. By building strong relationships with founders and executive teams, the Client Experience Lead develops a deep understanding of each company’s priorities and challenges and connects them with the right services, resources, and connections across the Invest Ottawa ecosystem. Reporting to the Director, Venture Programs, the Client Experience Lead works closely with internal teams, advisors, and other stakeholders to ensure a seamless client experience. The role also contributes to the continuous improvement of the program by identifying and executing opportunities for enhancement, while supporting internal data tracking, reporting, and KPI requirements.

Requirements

Over 3 years of experience in account management, program management, customer success or a similar client-facing role.
Experience working in the technology startup ecosystem, such as at a startup, scaleup, accelerator, or investment organization.
Experience engaging with executive leadership teams, with the ability to build trust, communicate with executive presence, and navigate complex, high-stakes conversations.
Strong organizational and time management skills, with the ability to manage multiple priorities while maintaining a high level of responsiveness.
Excellent communication, problem-solving, and critical thinking skills, with sound judgment when addressing client needs and challenges.
Experience using CRM systems, dashboards, and/or data analysis tools to track client engagement and program activity.
Experience leveraging AI tools to enhance productivity and support decision-making.

Responsibilities

Oversee a portfolio of ScaleUp companies, guiding them from onboarding through program completion and ensuring they maximize value from Invest Ottawa’s services.
Build strong relationships with founders and executive leadership teams to understand company priorities, challenges, and growth opportunities.
Proactively troubleshoot client challenges and connect companies with the appropriate Invest Ottawa services, advisors, and resources.
Coordinate advisor engagement with client companies, including preparing briefing materials, organizing strategy sessions, and documenting key insights and follow-ups.
Represent the Venture Programs team at ecosystem events and maintain relationships with key stakeholders in the Ottawa innovation community.
Support the delivery of the IO ScaleUp program, including planning and coordinating ScaleUp-exclusive initiatives such as roundtables and advisory sessions.
Oversee and maintain ScaleUp program materials, including onboarding decks, program documentation, and client-facing resources to ensure they remain current and effective.
Provide strategic input on how other service lines can evolve and enhance their offerings to better align with organizational goals and client needs.
Identify and recruit companies that would benefit from participating in the ScaleUp program.
Gather feedback from clients, advisors, and stakeholders to recommend and implement program enhancements that improve the client experience and program impact.
Maintain accurate client information, engagement records, and key metrics within the CRM.
Support the collection and analysis of data to track engagement, outcomes, and program effectiveness.
Contribute to internal reporting for funders, including compiling data, preparing summaries, and supporting KPI tracking.
Prepare materials and presentations for internal meetings, advisor engagements, and program reviews.