The Client Success Director (CSD) is a leadership role responsible for ensuring
client satisfaction, retention, and growth by delivering exceptional service and
fostering strong relationships. This role involves strategic planning, team
leadership, and cross-functional collaboration to enhance customer experience
and drive business success. The CSD will oversee client success teams, implement
best practices, and work closely with internal departments to ensure clients
achieve their goals with the company's products and services.
Key Results Area
Service Delivery & Operational Excellence
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Ensure consistent, high-quality service delivery that meets or exceeds client
expectations
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Work closely with product and technical teams to resolve client issues and
improve service efficiency
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Develop and implement client success programs, including training materials
and best practices.
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Leverage data and analytics to refine processes and optimize the customer
journey
Client Relationship Management
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Ensure clients receive maximum value from products and services, driving
satisfaction and retention
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Develop and maintain deep relationships with key clients, acting as a trusted
advisor
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Oversee client onboarding and implementation, ensuring a seamless experience
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Gather client feedback to identify areas for improvement and innovation and
drive change
Strategic Leadership
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Help define and execute a client success strategy that aligns with overall
business goals
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Lead and mentor a client success team, promoting a culture of collaboration
and client advocacy
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Establish key performance metrics to measure client satisfaction, retention,
and team efficiency
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Identify industry trends and emerging needs to enhance service offerings
Business Development & Growth
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Partner with the sales team to identify expansion opportunities within
existing accounts
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Develop and execute strategies for upselling and cross-selling to maximize
revenue growth
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Represent the company at industry events, networking opportunities, and
client meetings to strengthen relationships
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Support contract renewal negotiations to ensure long-term partnerships
Team Leadership & Development
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Build, train, and manage a high-performing client success team
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Provide continuous coaching, feedback, and professional development
opportunities
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Foster a culture of proactive client engagement and data-driven
decision-making
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Conduct regular performance evaluations and implement strategies for
improvement
Skills & Qualifications
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Bachelor’s degree in Business Administration, Marketing, Communications, or a
related field
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MBA preferred
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Certifications in customer success, leadership, or business development are a
plus
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7-10 years of experience in client success, account management, or customer
experience.
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Proven ability to manage client relationships and drive business growth
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Experience leading and developing teams in a dynamic environment
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Strong knowledge of customer success strategies, business operations, and
service excellence
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Outstanding communication, negotiation, and relationship-building skills
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Strong leadership and team management capabilities
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Analytical mindset with a data-driven approach to client success
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Ability to collaborate cross-functionally and drive organizational
improvements
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Proficiency in CRM platforms, project management tools, and data analytics
software
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Ability to manage multiple priorities in a fast-paced environment
This role is hybrid, the candidate will need to live in the Toronto area.
Advatix®, Inc. is one of the world’s leading providers of e-commerce Supply
Chain and Logistics Consulting Services and Solutions that enable its clients to
transform their operations for speed, service, and cost of fulfillment and
delivery of goods and services. We are committed to an inclusive workplace that
does not discriminate against race, nationality, religion, age, marital status,
physical or mental disability, sexual orientation, gender, or gender identity.
We believe in diversity and encourage any quali?ed individual to apply. We are
an EEOC Employer.
