Senior Client Success Representative

Vistera Technologies Corp. and Spraggs Business Advisory Inc.

Reports To: VP Revenue & US Operations

Employment Entity: Spraggs Business Advisory Inc.

Client Scope: Vistera platform subscribers and Spraggs Business Advisory clients

Location: Coquitlam, BC

Position: Full-Time

Compensation: $80 - $85K/year

About the Role

The Senior Client Success Representative is the primary relationship owner for clients across two business lines: Vistera Technologies Corp., the group's AI-powered SMB business platform, and Spraggs Business Advisory Inc., the group's consulting and expert advisory practice. This is a single role serving both entities, reflecting the natural overlap in the client base and the group's intent to deliver a seamless experience to SMB clients regardless of which service they are engaging with.

This is not a support role. The Sr. CSR is a proactive, relationship-driven professional whose job is to ensure clients are getting genuine value from the platform or advisory engagement, are expanding their use over time, and are retained as long-term clients of the group. You own the client relationship after the sale and you are accountable for what happens with it.

The right person for this role is someone who has worked in a client-facing capacity in a technology, SaaS, or professional services environment, is comfortable managing multiple relationships simultaneously, and has the commercial instinct to identify growth opportunities within an existing account without being transactional about it.

Client Onboarding and Activation

• Own the onboarding experience for new Vistera platform subscribers, guiding clients through initial setup, platform familiarization, and the configuration of their account to reflect their business needs and the expert services they have engaged.
• Onboard new Spraggs Business Advisory clients, ensuring they understand the scope of their engagement, the consultants or experts they will be working with, and the communication and delivery cadence they should expect.
• Develop and maintain onboarding playbooks for both the platform and advisory streams that can be delivered consistently as the client base grows.

Ongoing Relationship Management

• Serve as the primary point of contact for an assigned portfolio of Vistera subscribers and Advisory clients, maintaining regular touchpoints that are substantive and client-focused rather than procedural check-ins.
• Develop a genuine understanding of each client's business, their priorities, and the challenges they are trying to solve, using that understanding to deliver proactive guidance on how the platform or advisory services can help.
• Monitor client health indicators including platform usage, expert hour consumption, engagement frequency, and satisfaction signals, and act on early warning signs before they become retention risks.
• Work with the Account Executives to manage the renewal process for Vistera subscriptions, engaging clients well in advance of renewal dates with a clear picture of the value they have received and the case for continuing.
• Handle client escalations with professionalism and urgency, coordinating internally with the product team, expert network, or Advisory consultants to resolve issues and rebuild confidence where needed.

Account Growth and Expansion

• Identify and pursue expansion opportunities within the existing client base, including tier upgrades for Vistera subscribers, additional expert hour packages, and cross-referrals between the platform and Advisory services.
• Identify where Vistera subscribers have needs that the Advisory expert network can address beyond what the platform automates, and connect those clients to the right expertise.
• Track and report account growth metrics including net revenue retention, expansion revenue, and cross-entity referral conversions.

Voice of the Client

• Systematically capture, analyze, and communicate client feedback and trends across the client base, including common friction points, underused features, and unmet needs, ensuring the voice of the client informs product development priorities, service delivery decisions, and broader business strategy.
• Contribute to the development of client-facing materials, including guides, FAQs, and best practice content that helps clients get more value from the platform and advisory services independently.

What We Are Looking For

Experience

• Three or more years in a client success, account management, or client services role in a SaaS, technology, or professional services environment.
• Demonstrated experience managing a portfolio of client relationships with accountability for retention and satisfaction outcomes.
• Comfortable working across multiple service lines or product offerings simultaneously.
• Experience with CRM tools, preferably Zoho, for managing client activity, logging interactions, and tracking account health.
• Exposure to SMB clients is a strong asset. Understanding the pace and constraints of a small business owner makes you more effective in this role.