Junior Client Experience Manager - Toronto
HybridToronto, Ontario, Canada
Toronto, Ontario, CanadaHybridFull TimeEntry LevelSmall
Full TimeEntry LevelSmall
Job Summary
Proactively manage renewal processes, negotiate contract terms, and build strong relationships with users across Gateway accounts to reduce churn and maximize client lifetime value. Monitor engagement metrics to identify at-risk accounts, conduct strategic reviews, and present premium solutions or higher-tier packages aligned with client goals. Collaborate with Client Success, Sales, Finance, Product, and Economist teams to resolve issues, promote webinars and events, and document all interactions in the CRM system while driving Net Promoter Score improvement.
Required Qualifications
- 1-3 years in a client facing role such as account management, client success, or sales support
- Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key
- Strong interpersonal and communication skills with a proven ability to build relationships
- Ability to analyse data and generate actionable insights to improve client outcomes
- Experience using CRM software including Salesforce and Tableau
- Strong problem-solving skills and the ability to work independently
- Organised, proactive, and capable of managing multiple accounts simultaneously
- A passion for delivering excellent service and advocating for client needs
Desired Qualifications
- An understanding of macroeconomics
- Value selling experience useful, ideally having used MEDDPIC methodology
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