Manager, Client Services
On-site · Ontario, Canada
Job Summary
Manager of Client Services leading dual-brand client operations across Email Industries and Kickbox, overseeing customer success, support, and renewals in a high-impact SaaS environment. Responsibilities include coaching and aligning two CS teams, handling high-level escalations, driving contract renewals and strategic pricing, collaborating with Product/Engineering/Billing, translating client feedback into feature requests, owning R.E.G.O metrics and reporting, and acting as AI advocate to improve support efficiency and self-service capabilities. Strong SaaS experience, leadership in customer success or account management, and proven ability to manage cross-functional stakeholders are required.
Required Qualifications
- SaaS Experience: 4+ years in Customer Success or Account Management within a B2B SaaS environment (preferred).
- Experience as a Customer Success Team Lead or early-stage management experience.
- Commercial acumen with contract renewals, proposals, and pricing reviews.
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