Manager, Client Success

Verndale LLC•Montreal, QC

5d•Remote

About The Position

We're looking for a Manager, Client Success to help lead and grow relationships with clients across Verndale's portfolio. Client Success at Verndale is responsible for two outcomes: driving revenue growth within existing accounts and ensuring clients have a consistently excellent experience working with Verndale. In this role, you'll work closely with clients and internal teams to keep initiatives moving, identify opportunities for growth, and ensure clients get meaningful value from their partnership with Verndale. This role is ideal for someone who enjoys building relationships, coordinating across teams, and helping clients achieve their goals while contributing to the growth of the account. This role requires 25%-50% travel to client sites and meetings across the U.S. and Canada.

Requirements

5-8 years in Client Success, Account Management, consulting, agency, technology, or professional services environments.
Experience managing portfolios of clients focused on digital services and/or eCommerce solutions, including web, platform, or commerce implementations with technologies such as Sitecore, Contentstack, Webflow, Optimizely, Shopify, Magento/Adobe Commerce, or BigCommerce.
Experience supporting complex client engagements.
Strong communication and relationship management skills.
Comfortable coordinating across multiple teams and workstreams.
Organized, proactive, and able to manage competing priorities.
Bachelor's degree or equivalent experience preferred.

Responsibilities

Manage a portfolio of client accounts. Portfolio size is determined by a combination of revenue, strategic importance, stakeholder complexity, and growth opportunity.
Maintain account health, retention, and client satisfaction.
Serve as the day-to-day relationship lead across active engagements.
Support account planning and identify opportunities for expansion.
Ensure client priorities remain aligned with business objectives and Verndale commitments.
Identify opportunities for additional services and solutions.
Support upsell and cross-sell conversations within assigned accounts.
Help develop account plans that align client goals with Verndale capabilities.
Collaborate with internal teams to shape proposals and recommendations.
Maintain awareness of client priorities and emerging business needs.
Help ensure the client experience feels organized, proactive, and consistent.
Coordinate key client interactions across the Verndale team to ensure clients experience Verndale as one team.
Help maintain alignment between client expectations and Verndale's commitments.
Identify communication gaps, stakeholder concerns, and account risks early.
Escalate client concerns and issues through the appropriate channels when needed.
Build strong working relationships with client stakeholders.
Participate in strategic conversations and planning discussions.
Serve as a reliable, responsive point of contact.
Help clients navigate priorities, timelines, and evolving business needs.
Build credibility through consistency, responsiveness, and follow-through.
Monitor account performance, forecasts, and delivery progress.
Support renewal discussions and account planning efforts.
Maintain visibility into account priorities and financial performance.
Ensure follow-through on client commitments and action items.
Foster strong collaboration across Verndale teams.
Share ideas and best practices that improve client outcomes.
Contribute positively to team culture and performance.
Support continuous improvement across the Client Success organization.