Client Success Manager (Toronto-based - Remote)

About From Day One:

The business landscape is changing fast.  From Day One is a media outlet and conference series that helps companies navigate all that change in ways that put people first. 

Since our beginning in 2018, we’ve reached over 150,000 attendees, hosted over a thousand speakers, and produced conferences in more than 20 major U.S. cities–and counting. We take a unique, cross-disciplinary approach, convening leaders in CSR, HR, marketing, and communications, as well as civic leaders, authors, and journalists, to share business strategies that benefit workers, customers, and communities. 

We also publish reporting and opinion pieces by a network of notable journalists, led by the company’s editor in chief, veteran journalist  Stephen Koepp .

At From Day One, we hire people who have a high degree of self-motivation and the potential to grow into active leaders. We call team members like these “drivers”. If you are a passenger, From Day One will not be a good fit for you. 

As you apply, think about whether these attributes describe you: 

• You motivate and energize colleagues rather than waiting for inspiration. 
• You're relentlessly resourceful and take ownership rather than seeking excuses. .
• You look to consistently deliver great outcomes, and work to improve processes as you engage with them. 
• You are excited about your work and bring urgency to your mission.
• You approach challenges with enthusiasm and optimism.

Our work is driven by our mission to improve the relationship between business and society, and our efforts are intended to contribute to a brighter future. By maintaining this optimistic outlook, we not only motivate ourselves but also uplift those around us. We believe that believing that the future will be better is the first step towards making it better -- for others, and for ourselves personally.

Please note that diversity and inclusion are absolutely core to our mission, and we are committed to those values in our hiring process.

About This Role:

The Client Success Manager will take a key role in managing our large and growing roster of sponsors and making sure they achieve their goals. 

In this role you would be primarily responsible for supporting our customers, helping make sure they are getting a positive return on their partnership with us by understanding their needs and objectives, building strong personal relationships and delivering an outstanding experience. 

The role is focused on daily delivery of high-touch service via email, phone, and face-to-face communication, coordinating with clients on logistics, in addition to helping them meet their overall partnership goals by engaging with our audience. 

This role is critical to the company, creating and nurturing strong client relationships to ensure high levels of satisfaction, renewals, and long-term loyalty.

To be successful in this role, you must possess a strong work ethic, as well as excellent organizational and interpersonal skills. 

This is a remote position, and also includes regular travel to other cities for in-person events.

Responsibilities:

• Deliver an exceptional customer experience throughout the post-sales journey
• Act as primary point of contact and address all client questions and concerns effectively, escalating as needed
• Onboard clients, understand their needs, and ensure customers gain value from our product
• Ensure client event experience exceeds expectations and leads to positive reviews and contract renewal
• Manage all client deliverables and information flow in a timely and accurate manner
• Assist with logistics of gathering client materials including travel and shipping
• Conduct post-event feedback calls to assess areas for improvement and opportunities for upsell/renewal
• Prepare weekly, monthly or quarterly reports
• Format information for internal and external communication – memos, emails, presentations, reports
• Own key performance indicators including renewal rate and customer satisfaction scores

• This position requires a 4-year college/university degree at minimum
• Candidates should have a strong academic background and a minimum of 3 years of full-time, professional post-graduation experience
• Direct experience in customer/client success in events or conferences
• Basic knowledge of business software such as MS Office products, Google For Business, or similar 
• Outstanding organizational and time management skills
• Excellent verbal and written communications skills

• This is a full-time salaried position. Starting salary is $75,000 CAD per year with opportunities for regular advancement and raises.

• This position is remote, but please be available to meet with stakeholders based in or near the greater Toronto area if requested.