Full-Time Senior Director, Client Success

Senior Director, Client Success will lead the Clients for Life strategy by strengthening client relationships, driving renewal success, and identifying growth opportunities.

This role brings together client insights, data-driven decision making, and cross-functional collaboration for a high-value client experience.

The Senior Director champions a client-centric culture, embeds best practices, and leads strategic initiatives to elevate client satisfaction and long-term value creation.

Responsibilities:

1. Develop and implement a Client Retention Strategy and Governance Model for the Clients for Life process.
2. Define and validate a strategic client retention roadmap, partnering with the Canadian Senior Leadership Team.
3. Lead client interviews and engagement sessions, using Clients For Life methodologies to drive improvements.
4. Represent the "Voice of the Client" internally, integrating it into renewal and rebid strategies.
5. Initiate and oversee cross-sell efforts to meet revenue growth targets.
6. Lead the renewal and contract rebid process, aligning with the Sales Process.
7. Ensure accurate documentation of all client retention activities and compliance with safety, risk, and operational standards.
8. Collaborate with Learning & Development to implement training initiatives.
9. Mentor team members on using analytical tools to monitor retention efforts.
10. Build and maintain strong internal partnerships with segment leadership, and client success teams.
11. Serve as a trusted advisor, delivering regular data-informed insights.

Qualifications:

• Bachelor's degree in Business, Marketing, or related field; MBA preferred
• 8+ years experience in senior client-facing roles, with a track record in client retention and revenue growth.
• Experience managing complex, multi-account portfolios and leading cross-functional initiatives.
• 3+ years in a senior leadership role, driving change and influencing without direct authority.
• Proficiency in Microsoft Office and CRM systems (e.g., Salesforce).
• Strong analytical skills, presenting insights to inform strategy.
• Skilled in influencing senior stakeholders and navigating matrixed environments.
• Excellent communication, facilitation, and coaching skills
• Client-focused with strong negotiation abilities and insight-driven relationship management
• Proven ability to support strategic renewal and rebid outcomes
• Fluency in English and French required

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