CUSTOMER SUCCESS MANAGER

Position Profile

An accomplished Customer Success Manager with extensive experience in building and nurturing high-value client relationships, driving client satisfaction, and achieving strategic business objectives. Known for a client-centric approach, they excel in overseeing accounts, identifying growth opportunities, and implementing solutions that enhance client loyalty and long-term partnership value. With a strong foundation in cross-functional team collaboration, they ensure seamless client service and deliver results aligned with corporate goals. Skilled in negotiation, performance metrics, and account strategy, they are dedicated to fostering profitable and mutually beneficial client relationships.

What You Will Do at GF

• Act as a confident client advocate internally, representing client needs and ensuring they are addressed across relevant teams.
• Analyze weekly campaign results and data to identify and present “value-add” opportunities during client interactions.
• Work with HQ leadership teams to establish alignment of campaign objectives including attrition, compliance, complaints and all other pertinent KPIs across each campaign and report against them.
• Serve as the primary communication lead with the client on behalf of Data, IT, Field Sales, and Finance, ensuring clear, coordinated messaging across all departments.
• Facilitate client decision-making by offering proactive, mutually beneficial solutions in areas like product mix, territory usage, COA’s, gear/swag and campaign metrics.
• In close partnership with Field Performance Leadership, ensure both client and field are working on the same solutions through weekly alignment meetings and track outcomes of decided plan of actions
• Translate client requirements and assess potential business impacts, providing data-driven recommendations to align with client goals.
• As the subject matter expert, regularly educate clients on unique aspects of face-to-face fundraising, specifically the benefits of fundraisers as ambassadors of their products.
• Provide weekly “campaign health” updates to leadership, including performance highlights and challenges, and work with internal stakeholders to optimize outcomes.

What You Bring to GF

Your Experience

• Familiarity with key performance indicators (KPIs) related to attrition, compliance, and campaign health, and experience in reporting and tracking them.
• Comfortable presenting action plans and performance summaries to leadership, translating data into clear, impactful recommendations.
• Experience in collaborative, cross-departmental meetings and projects, particularly involving field performance teams.
• Knowledge of campaign management and the operational aspects of client-facing roles in a fundraising or sales-driven environment.

Your Skills, Competencies, Knowledge & Abilities

• 3-5 years experience in account management or client success roles, with a focus on data-driven decision-making.
• Strong client relationship management skills with the ability to communicate effectively on behalf of multiple departments.
• Proactive problem-solving skills, offering solutions that balance client needs with organizational objectives.
• Strategic thinking to assess campaign performance and identify opportunities for improvement and added value.
• Confident client advocate who can clearly and persuasively represent client interests internally.
• Skilled in interpreting and responding to client demands with a critical, business-minded approach.
• Effective collaborator, working cross-functionally with leadership, field performance teams, and other stakeholders to align goals.

Your Technical skills

• Strong analytical skills to monitor campaign results and provide insights based on weekly performance data.
• Proficiency with data mining and reporting tools to develop actionable insights and present “value-add” opportunities.
• Strong MS Office skills and familiarity, particularly in Excel and PowerPoint.
• Familiarity and proficiency with Google Suite applications and programs.
• Experience with business intelligence software, notably Power BI is an asset

Your Education

• Post secondary diploma or Degree in Business Management, Communications, or related discipline, OR
• Combination of relevant education and work experience.

What GF Offers You

• A competitive base salary and generous bonus opportunity.
• Monthly company wide Socials & Milestones Celebrations.
• Paid sick days and Employee Assistance Programs, including mental health resources.
• A comprehensive benefit packages (Health, Dental + Vision).
• Group Discounts to  Auto & Home Insurance, various stores and Toronto attractions including the ROM, CNE and Wonderland.
• Meaningful opportunities for community engagement through volunteering opportunities.
• Internal advancement opportunities.
• An open, inclusive and diverse working environment.

Additional Information

• Candidates must be located in Canada: remote work is available for those outside of Ontario, while a hybrid work model is required for those based in Ontario.
• Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check
• Candidates must be legally entitled to work in Canada at the time of their application.

ACCESSIBILITY

Globalfaces Direct promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Talent Specialist at recruitment@globalfacesdirect.com if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

*This position qualifies for Employee Referral Program.