Associate Director, Client Success

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of performance across a portfolio of over 7,000 accounts, focusing on retention, expansion, and organic growth.

• Formulate and implement strategies aimed at boosting client volume and maximizing account value.

• Oversee portfolio performance in relation to retention and expansion objectives, including forecasting and reporting.

• Develop segmentation and prioritization strategies to facilitate scalable client engagement.

• Act as the senior relationship manager for strategic and high-value accounts.

• Ensure that client-facing deliverables and interactions are accurate, up-to-date, and ready for executive presentation.

• Manage the resolution of complex client issues and executive-level escalations.

• Track portfolio performance, retention rates, volume trends, and growth opportunities.

• Design and enhance Salesforce reporting, covering margin, profitability, and financial impact tracking.

• Leverage data and insights to guide strategy, decision-making, and risk management.

• Lead, mentor, and develop a team of Client Success professionals.

• Foster accountability, skills development, and continuous improvement.

• Collaborate cross-functionally on renewals, forecasting, and expansion initiatives.

• Convert client insights into actionable recommendations and enhancements for processes, products, and client experiences.

• Provide developmental opportunities, set expectations, and support team performance.

⛳️ Requirements

• A bachelor’s degree in business, public administration, education, or a related field is required.

• Over 8 years of experience in client success, account management, or revenue-focused roles.

• At least 3 years of experience in leading and developing high-performing teams.

• Demonstrated ownership of client retention, expansion, and portfolio growth results.

• Responsible for revenue or volume-based targets.

• Experience managing large-scale, complex client portfolios; preference for those with 5,000+ accounts, with 10,000+ strongly preferred.

• Background in quota-driven or revenue-accountable settings.

• Proven ownership of forecasting and performance tracking.

• Strong familiarity with Salesforce CRM and reporting.

• Experience in data analysis and performance reporting.

• Proven track record in managing complex, high-profile client relationships.

• Ideally experienced in government, higher education, or regulated environments.

• Familiarity with cross-functional, matrixed organizations.

• Ability to influence stakeholders and foster alignment.

• Capability to operate strategically and deliver measurable outcomes.

• Strong executive presence.

• Alignment with WES mission and values.

• Willingness to travel up to 30–50% as required (preferred).

🏝️ Benefits

• Options for remote work.

• Flexible scheduling.

• Generous time-off policies.

• Comprehensive wellness programs.

• Competitive compensation.

• Extensive benefits package.

• Tangible rewards and recognition.

• Opportunities for learning.

• Personal and professional development.

• Career advancement prospects.

• Comprehensive training programs.

• Tuition reimbursement opportunities.

• Employee-led resource groups.

• Town hall meetings.

• Collaborative team events.

• Meaningful volunteer opportunities.

• An inclusive and accessible work environment.

• Recruitment assistance and accommodation support.