Client Success Manager

Business Cloud Inc•Toronto, ON

4d•Hybrid

About The Position

As a Client Success Manager at Business Cloud, you are the primary technical and sales liaison for a portfolio of clients, and you are accountable for the overall health of those relationships. You are client-facing, technically literate, and responsible for keeping each client aligned with Business Cloud on strategy, roadmap, and expectations. Your job is to understand each client's business, translate technical findings into clear business decisions, and make sure the right work gets prioritized across our internal teams. You will report to the Director of Client Success and work closely with other Client Success Managers. This is a relationship and alignment role, not a technical administration role. You are not the default technician for alerts, patching, backups, or server maintenance. That work is owned by our Support and Implementation teams. You are expected to be comfortable with the tools and services we manage so you can speak credibly with clients and coordinate effectively with our engineers, but your day is spent on meetings, communication, prioritization, roadmap translation, scope control, escalation coordination, and client advocacy, not routine technical work. Your primary working location is our downtown Toronto office, and you will also go into the field to meet directly with clients and provide high-touch service. Success in this role is measured by KPIs such as client retention rates, Net Promoter Score, QBR completion, and upsell conversion rates. While the scope of work is consistent, the day-to-day changes frequently. One day you will prepare and lead a Quarterly Business Review, and the next you might scope a technical proposal, coordinate an escalation, or run a roadmap discussion with a client's leadership team.

Requirements

Commitment to delivering an exceptional customer service experience.
Excellent customer-facing, communication, and presentation skills, including the ability to prepare and lead executive-level meetings.
Ability to translate technical concepts into clear business language for non-technical stakeholders.
Strong knowledge and proficiency in modern work tools such as Google Workspace and Microsoft 365, enough to speak credibly with clients and coordinate with engineers.
Familiarity with various computer hardware and software, including mobile devices and peripherals.
Outstanding time management and multitasking skills, with the ability to manage multiple priorities and clients at once.
Willingness to travel within the Greater Toronto and Hamilton Area and occasionally across Canada.
Post-secondary education or equivalent experience.

Nice To Haves

Experience in a multi-tenant environment supporting diverse organizations with varying technology needs.
Familiarity with VoIP phone systems, Cybersecurity products such as Managed Detection and Response (MDR), Phishing Awareness and Simulations, Enterprise Password Managers.
Experience facilitating QBRs, service reviews, or roadmap and vCIO-style planning discussions.
Skilled in leading pre-sales meetings and activities, including creating and delivering demos and presentations, drafting statements of work and proposals, and responding to requests for proposals.
Familiarity with ticketing and PSA platforms such as Zendesk.
Proficient in conducting workshops on modern workplace solutions, employee experience, content and document management, and collaboration tools.
Cybersecurity training and awareness.

Responsibilities

Maintain client satisfaction across every area of working with Business Cloud, resulting in the renewal of services year over year.
Identify upsell opportunities with existing clients by understanding their business needs and aligning appropriate solutions, such as SaaS applications and custom projects, to drive additional revenue.
Leverage existing relationships to drive new business referrals.
Serve as the named point of contact and the person who knows the day-to-day account relationship best.
Keep each client aligned with Business Cloud on strategy, standards, and expectations, and ensure the client always understands what we are doing and why.
Act as the client's advocate inside Business Cloud, representing their priorities internally, keeping recurring issues from falling between teams, and ensuring the client feels heard and well served.
Own the recurring review cadence for your clients, preparing the report, setting the agenda, and leading the review, focusing on value delivered, risks, roadmap, and improvement opportunities.
Translate technical findings from our Support team into recommendations, budget considerations, and roadmap priorities the client can act on.
Help clients plan ahead rather than react, and make the business case for the technology decisions in front of them.
Explain technical risk, gaps, and recommendations in plain business terms, connecting a technical issue to its business impact.
Clarify what is covered by support, what is a standard change, what is a billable project, and what is out of scope, setting clear expectations and managing them throughout the engagement.
Ensure tickets, escalations, and recurring pain points are visible and acted on, owning client communication and prioritization, and coordinating with Support and Implementation until resolution.
Manage relationships with relevant vendors and partners on behalf of your clients, coordinating pricing, procurement, and solution options.
Serve as the first point of contact for non-support-related client inquiries, efficiently managing and prioritizing incoming requests.
Provide hands-on training and run workshops that help clients adopt and get the most from the technology we manage.
Coordinate recurring client operations such as equipment quoting and procurement, user management and account turnover, and license allocation.
Create and maintain client-specific documents, roadmaps, and account records.
Help maintain our internal and external knowledge base guides and contribute to refining training resources for clients.
Perform other duties as required.