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
Ensure consistent, high-quality service delivery that meets or exceeds client expectations
Work closely with product and technical teams to resolve client issues and improve service efficiency
Develop and implement client success programs, including training materials and best practices.
Leverage data and analytics to refine processes and optimize the customer journey
Client Relationship Management
Ensure clients receive maximum value from products and services, driving satisfaction and retention
Develop and maintain deep relationships with key clients, acting as a trusted advisor
Oversee client onboarding and implementation, ensuring a seamless experience
Gather client feedback to identify areas for improvement and innovation and drive change
Strategic Leadership
Help define and execute a client success strategy that aligns with overall business goals
Lead and mentor a client success team, promoting a culture of collaboration and client advocacy
Establish key performance metrics to measure client satisfaction, retention, and team efficiency
Identify industry trends and emerging needs to enhance service offerings
Business Development & Growth
Partner with the sales team to identify expansion opportunities within existing accounts
Develop and execute strategies for upselling and cross-selling to maximize revenue growth
Represent the company at industry events, networking opportunities, and client meetings to strengthen relationships
Support contract renewal negotiations to ensure long-term partnerships
Team Leadership & Development
Build, train, and manage a high-performing client success team
Provide continuous coaching, feedback, and professional development opportunities
Foster a culture of proactive client engagement and data-driven decision-making
Conduct regular performance evaluations and implement strategies for improvement
Skills & Qualifications
Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
MBA preferred
Certifications in customer success, leadership, or business development are a plus
7-10 years of experience in client success, account management, or customer experience.
Proven ability to manage client relationships and drive business growth
Experience leading and developing teams in a dynamic environment
Strong knowledge of customer success strategies, business operations, and service excellence
Outstanding communication, negotiation, and relationship-building skills
Strong leadership and team management capabilities
Analytical mindset with a data-driven approach to client success
Ability to collaborate cross-functionally and drive organizational improvements
Proficiency in CRM platforms, project management tools, and data analytics software
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 qualified individual to apply. We are an EEOC Employer.
