Client Success Manager (Toronto-based - Remote)

From Day One

2d•$75,000•Remote

About The Position

From Day One is a media outlet and conference series that helps companies navigate change by putting people first. Since 2018, we have reached over 150,000 attendees, hosted over a thousand speakers, and produced conferences in more than 20 major U.S. cities. We take a unique, cross-disciplinary approach, convening leaders in CSR, HR, marketing, and communications, as well as civic leaders, authors, and journalists, to share business strategies that benefit workers, customers, and communities. We also publish reporting and opinion pieces by a network of notable journalists. At From Day One, we hire "drivers" who have a high degree of self-motivation and the potential to grow into active leaders. Drivers motivate and energize colleagues, are relentlessly resourceful, take ownership, consistently deliver great outcomes, work to improve processes, are excited about their work, bring urgency to their mission, and approach challenges with enthusiasm and optimism. Our work is driven by our mission to improve the relationship between business and society, and our efforts are intended to contribute to a brighter future. Diversity and inclusion are core to our mission and our hiring process.

Requirements

A 4-year college/university degree at minimum
Strong academic background
A minimum of 3 years of full-time, professional post-graduation experience
Direct experience in customer/client success, ideally in events, conferences, hospitality or sales
Demonstrated experience owning budgets, vendor quotes or contracts — building them, negotiating them, or being accountable for them being right
Quantitative grounding, whether from coursework in economics, finance, accounting or statistics, or from work where you were responsible for the numbers reconciling
A background involving genuine logistical complexity: event or production management, hospitality or restaurant operations, travel or supply chain operations, procurement, or campaign management
Basic knowledge of business software such as MS Office products, Google For Business, or similar
Outstanding organizational and time management skills
Excellent verbal and written communications skills
Willingness to travel regularly for events

Responsibilities

Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
Onboard clients, understand their needs and objectives, and ensure they gain value from their partnership
Deliver an exceptional customer experience throughout the post-sales journey, and ensure the client's event experience exceeds expectations and leads to positive reviews and contract renewal
Manage all client deliverables and information flow in a timely and accurate manner
Conduct post-event feedback calls to assess areas for improvement and opportunities for upsell/renewal
Prepare weekly, monthly or quarterly reports, and format information for internal and external communication – memos, emails, presentations, reports
Own key performance indicators including renewal rate and customer satisfaction scores
Own the day-to-day working relationships with conference venues, caterers, AV and production vendors, and hotels, building the standing of a client those vendors want to give good terms and good service
Research and evaluate venues in new and existing markets, and negotiate contracts and event orders
Read and interpret banquet event orders, venue contracts, and vendor quotes, and confirm that what is on paper matches what we agreed to
Evaluate date and venue options against real constraints — our existing conference calendar, day-of-week attendance patterns, travel logistics, and cost — and make a clear recommendation
Coordinate travel, accommodation, and shipping for our team, our speakers, and client materials
Resolve vendor issues on site, in real time, during events
Build event budgets from vendor quotes, and keep them reconciled as scope changes
Track costs against budget through the life of an event, and flag variances early
Review invoices and contract terms for discrepancies before they become commitments
Maintain the documentation and records that let anyone on the team see what an event costs and what we owe