Client Retention Manager

Job Type:
Full-time, Permanent, In-Person
About UsNRI Industrial Sales specializes in industrial asset recovery and the resale of industrial MRO, equipment, and machinery. We help manufacturers and industrial organizations maximize value from surplus assets while supporting sustainability through reuse and redistribution rather than disposal. Headquartered in Mississauga, Ontario, with operations in Canada, the United States, and the Middle East, NRI works with clients across a wide range of industries to recover, manage, market, and sell surplus industrial assets.
Position SummaryNRI Industrial Sales is seeking a Client Retention Manager to support the ongoing management and engagement of our B2B client relationships. Reporting to the VP of Sales & Acquisitions, this role will serve as a key link between our Business Development Managers and clients in a fast-paced B2B environment. The Client Retention Manager will be responsible for ongoing client engagement, relationship maintenance, re-engagement, contract and renewal coordination, and account follow-up. Business Development Managers will continue to lead strategic and commercial discussions, while the Client Retention Manager will ensure continuity and consistent management of client relationships.
This role is newly created to support NRI’s continued growth and strengthen the ongoing management of our client relationships. We are seeking a qualified candidate to help established develop this function within the company.
Key Responsibilities
Maintain regular communication with active clients to ensure relationships remain engaged and supported.
Monitor inactive and dormant client accounts and coordinate structured re-engagement activities.
Maintain a clear schedule of client follow-ups, meetings, and relationship touchpoints.
Attend in-person client meetings and relationship-building activities, with travel within Canada and the United States as required.
Track client agreements, contract terms, expiry dates, renewal requirements, amendments, and other key contractual milestones.
Support the onboarding of new clients following execution of an agreement and ensure required information and documentation are collected.
Maintain complete and accurate client records within HubSpot and other internal systems.
Identify accounts requiring Business Development Manager involvement and coordinate appropriate handoff for strategic, commercial, or new-business discussions.
Serve as a consistent point of contact for routine client questions and relationship-management matters.
Coordinate internally with Business Development, Finance, Operations, Marketing, Legal to resolve client-related matters.
Monitor client engagement levels and identify accounts at risk of becoming inactive.
Assist in identifying opportunities to improve client onboarding, communication, retention, and overall relationship management.
Support the development and maintenance of client engagement and re-engagement processes.
Prepare regular reports and dashboards showing client activity, contract status, upcoming renewals, inactive accounts, and outstanding follow-ups.
Perform additional duties and responsibilities as required to support evolving business needs.
Qualifications
Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
5+ years of relevant professional experience in customer success, client relations, account management, account coordination, or a similar B2B environment.
Skills
Excellent written and verbal communication skills.
Strong organizational and time-management skills, with the ability to manage multiple accounts, priorities, deadlines, and follow-ups.
Experience working with CRM and/or ERP systems;
HubSpot experience is strongly preferred.
Strong proficiency in Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
Problem-solving mindset, initiative, and a proactive approach to work.
Experience managing B2B client relationships within the industrial, manufacturing, equipment, or related sectors is a strong asset.
Experience with client onboarding, contract administration, renewals, or ongoing account management is an asset.
At NRI, we believe work should be both rewarding and enjoyable. In addition to a competitive compensation package, employees enjoy:
Life Insurance
Extended Health Care
AD&D Insurance
RRSP
Three (3) paid sick days annually
Company events, team-building activities, and employee recognition programs
NRI Industrial Sales is committed to providing equal employment opportunities and accommodations throughout the recruitment process in accordance with applicable legislation.
NRI Industrial Sales does not use artificial intelligence to screen, assess, rank, or make hiring decisions regarding applicants. AI-enabled tools may be used for administrative purposes, such as transcription of virtual interviews or meetings, but are not used to evaluate candidates or make employment decisions.
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