Client Success Manager

Title: Client Success Manager 

Department: Client Success 

Type: Full-time, salaried, training included 

Reports to: Director of Client Success 

Location: Downtown Toronto office, with regular on-site client visits 

Job Description

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. 

Key Responsibilities 

• Client Renewal and Retention: Your core goal is to maintain client satisfaction across every area of working with Business Cloud, resulting in the renewal of services year over year. We rely on your clients' high satisfaction levels to provide references for new clients. 

• Drive Revenue: You 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. You also leverage existing relationships to drive new business referrals. 

• Client Relationship and Alignment: You are the named point of contact and the person who knows the day-to-day account relationship best. You keep each client aligned with Business Cloud on strategy, standards, and expectations, and you make sure the client always understands what we are doing and why. 

• Client Advocacy: You are the client's advocate inside Business Cloud. You represent their priorities internally, keep recurring issues from falling between teams, and make sure the client feels heard and well served. 

• Service Reviews and Quarterly Business Reviews (QBRs): You own the recurring review cadence for your clients. Because you know the account best, you prepare the report, set the agenda, and lead the review. You keep these meetings strategic rather than tactical, focusing on value delivered, risks, roadmap, and improvement opportunities instead of a line-by-line ticket review. 

• Roadmap and Technology Planning: You translate technical findings from our Support team into recommendations, budget considerations, and roadmap priorities the client can actually act on. You help clients plan ahead rather than react, and you make the business case for the technology decisions in front of them. 

• Translating Technical Findings into Business Decisions: You take technical risk, gaps, and recommendations and explain them in plain business terms. You connect a technical issue to its business impact so client leadership can make informed, confident decisions. 

• Scope and Expectation Management: You clarify what is covered by support, what is a standard change, what is a billable project, and what is out of scope. You set clear expectations up front and manage them throughout the engagement so there are no surprises for the client or for our internal teams. 

• Escalation Coordination: You make sure tickets, escalations, and recurring pain points are visible and acted on. You do not fix the issue yourself, but you own the client communication and prioritization, and you coordinate with Support and Implementation until it is resolved. 

• Vendor Relationships: You manage relationships with relevant vendors and partners on behalf of your clients, coordinating pricing, procurement, and solution options so the client gets the right outcome. 

• Efficient Inquiry Management: You are the first point of contact for non-support-related client inquiries, efficiently managing and prioritizing incoming requests. Your organization, prioritization, and attention to detail contribute to a seamless client experience. 

• User Training and Workshops: You provide hands-on training and run workshops that help clients adopt and get the most from the technology we manage, whether through one-on-one sessions, small group workshops, or larger webinars. 

• Client Operations Coordination: Working with the Client Operations Manager, you coordinate recurring client operations such as equipment quoting and procurement, user management and account turnover, and license allocation. You coordinate and oversee this work rather than performing the technical execution yourself. 

• Client-Specific Documentation: You create and maintain client-specific documents, roadmaps, and account records, contributing to a structured and organized client engagement process. 

• Knowledge Base Contribution: As part of a collaborative team, you help maintain our internal and external knowledge base guides and contribute to refining training resources for clients. 

• Other duties as required. 

How do we define success for your role? 

• You demonstrate a deep understanding of clients' industries, challenges, and opportunities, and you are consistently described as positive, professional, and delivering high-quality work. 

• You run consistent, well-prepared QBRs and service reviews that clients find valuable and strategic. 

• Your clients stay aligned with our standard tools and solutions, and they provide positive references. 

• You drive revenue by identifying additional opportunities with existing clients. 

• You successfully translate technical findings into business decisions and coordinate effective service delivery across departments. 

• You keep escalations visible and moving, and clients trust that their priorities are represented inside Business Cloud. 

• You contribute to an inclusive, engaging work environment and continuously enhance your expertise through learning and professional development. 

Your Experience and Education 

• 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. 

Preferred Experiences 

• Experience in a multi-tenant environment supporting diverse organizations with varying technology needs. 

• Examples of other tools and products we manage on behalf of our clients include VoIP phone systems, Cybersecurity products such as Managed Detection and Response (MDR), Phishing Awareness and Simulations, Enterprise Password Managers, etc. Familiarity with these systems is considered an asset but not required. 

• 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. 

Why Business Cloud? 

Business Cloud is a rapidly growing managed technology service provider focused on delivering cloud-first business technology solutions to small and medium-sized organizations across Canada. Our approach emphasizes end-user collaboration and efficient processes, allowing our clients to excel. We manage products such as Google Workspace, Microsoft 365, 1Password, and RingCentral, enabling secure and productive environments for our clients. 

Our team's backgrounds and experiences vary, but effective communication, continual learning, and a passion for customer service are the common components of our success. If you believe you are the ideal candidate for this position, please apply and tell us why Business Cloud is the right fit for you. 

How can I stand out in my application? 

Please consider attaching a tailored cover letter. We view this as an opportunity to tell us why you are the right fit for the position and our organization.