Client Success Associate

ABOUT EXPERIENCEPOINT

ExperiencePoint (EP) is a world-leading innovation capability-building company. We help organizations build the skills and conditions for innovation to thrive and become self-sustained. Our proven system is outcome-focused and delivers lasting business results. We immerse companies in an approach that puts customers and their needs at the heart of everything they do, empowering their people to be confident and creative problem solvers. Our method is simple, swift, and scalable, which is why we’ve been trusted by over half of the Fortune 100 for more than 25 years.

ABOUT THE ROLE

We're looking for a driven and relationship-focused Client Success Associate to grow the ExperiencePoint business by owning the full client journey — from first outreach and new business development through to ensuring clients get everything they need to succeed with our workshops and achieve real business impact. In this role, you'll partner closely with your pod teammate and collaborate across Sales, Marketing, and Delivery to win new business, build lasting relationships, and retain and grow existing accounts in ways that serve our clients, strengthen our business, and advance our mission.

WHAT YOU’LL DO

• Support and execute on your pod's account strategy


• Meet or exceed your pod's revenue target


• Generate new business by prospecting, qualifying, and converting new leads into clients


• Serve your clients end to end, from first conversation through onboarding, delivery, and renewal


• Achieve an NPS rating of 90%+ with your clients and maintain the EP standard of responsiveness


• Develop your sales craft and grow your career at EP

General Pod Responsibilities:

• Serve as a point of contact for your pod's accounts


• Deeply understand each account's business, strategic goals, and pain points to deliver tailored value


• Be your clients' advocate and ensure that their feedback is heard and acted upon


• Conduct account research, identify contacts, and qualify inbound and outbound opportunities


• Contribute to sales proposals, pricing strategies, and program positioning


• Come prepared for weekly 1-1s with your Team Lead to discuss progress on targets and initiatives


• Prepare and present Quarterly Business Review to EP team at the onset of each quarter; this includes a strategic plan for account growth & pipeline development


• Share best practices, lessons learned and success stories with other sales team members to support everyone's growth and development


• Leverage and update engaging “success plays”, email templates, and meeting frameworks to help streamline Sales and Customer Experience activities


• Work with the Product, Marketing, Delivery, and Sales Teams to champion customer insights and stories


• Support Marketing to develop customer stories, case studies, and client references


• Meet administrative responsibilities, including timely updating of Simple, Salesforce and other platforms the team uses

Sales Responsibilities:

• Meet or exceed your pod's sales target by winning new business and by maintaining and serving your existing accounts, reviewing historical programs, building relationships, and optimizing growth opportunities


• Create and maintain a sales pipeline across new and existing business to maintain and work towards quota over-achievement


• Collaborate with your pod to build and execute on your specific account strategies


• Proactively present workshops or new offerings that align with your accounts' goals


• Work with clients to develop sales proposals, pricing strategies, and program positioning in support of our GTM efforts


• Establish regular communication cadences with clients (quarterly, biannual or annual check-ins)


• Lead or co-lead bi-annual Account Reviews for key accounts to help demonstrate impact (utilization rates, facilitator rates, NPS, stories)


• Create and implement outbound sequences with polite persistence (recommend spending 30% of your time per week on outbound prospecting efforts)


• Update Salesforce opportunities minimum 1x per week in order to establish a reliable forecast for your business; report on forecast number & opportunity status via weekly forecast meeting


• Follow best practices as prescribed in the sales playbook(s)


• Together with your pod, support contract renewal negotiations and collaborate internally to address any issues or barriers to success

New Business Development Responsibilities:

• Create a great first impression for our prospects by providing them with a world-class experience


• Triage and maintain active engagement with new and existing leads through creative follow-up communications designed to increase SALs


• Collaborate with Marketing and your pod to research and target outbound prospects


• Execute on outbound prospecting campaigns and analyze success or areas of improvement


• Review lead status quarterly to analyze the reasons that moved a lead to Qualified or Unqualified


• Follow best practices as prescribed in the BD playbook(s)


• Log, track, and maintain customer contact records in Salesforce with an eye for detail and a passion for data integrity


• Share insights and feedback on prospecting activities with key sales leaders so that we can continue to innovate and improve our sales efforts


• Support webinar and showcase efforts by monitoring the hello@ email address and responding in a timely manner

Client Experience Responsibilities:

• Ensure all session-related tasks are completed for each client workshop (Sales-to-Fulfillment handoff)


• Maintain relationships and coordinate logistics with clients’ Program Coordinators under your accounts


• Follow up with clients the following day with the NPS survey and record survey results from clients (when necessary)


• Develop creative strategies to increase client engagement and produce EP advocates


• Drive block utilization by co-creating a plan with the account to achieve the desired block and fund utilization


• Proactively detect accounts that are not using their blocks and adjust your plan to drive usage


• Own monthly Block Utilization + Facilitation Status Reports for your accounts


• Add/update client’s Block/Funds in Simple and Tracking Consumption Report


• Leverage and update engaging “success plays,” email templates, and meeting frameworks to help streamline Customer Success activities


• Track all customer feedback and issues and forward them to View email address on jobs.jobcopilot.com

Working environment

We are a global company with clients who depend upon us on their own schedules and as a result, hours of work may vary from one team member to the next. You have a great deal of autonomy and responsibility and an expectation that "you own your work and the way it gets done"

Key Metrics of Success

• Annual Pod Revenue Target ≥ 100%


• Client NPS ≥ +90 NPS


• Account Retention Rate ≥ 50%


• Team Performance ≥ Meets Expectations or higher


• Annual Utilization target ≥ 70%


• New Business: Response Rate / Outreach KPIs Activity benchmarks met

WHAT YOU BRING

• Excellent interpersonal and communication skills, with the ability to engage multiple stakeholders (both in person and virtually)


• Highly organized and proactive, adept at managing multiple accounts and priorities simultaneously


• Pulls in other EPers to drive growth, answer client concerns, and build relationships


• Conducts thorough account research and, in collaboration with their pod, can build an account plan


• Has general business acumen and knowledge


• Salesforce experience is an asset but not a requirement


• Previous business development experience, specifically outbound sales, is an asset


• Customer-obsessed with a deep understanding of how to provide value to their assigned accounts


• Master outreach strategies, craft compelling messaging, and create new business opportunities for the pod

WORKING AT EXPERIENCEPOINT

You’ll join a collaborative, curious, and diverse team that cares deeply about the work we do and the people we work with. We offer a supportive environment with meaningful opportunities to learn, grow, and make an impact.

We believe great work starts with feeling supported. That’s why our total rewards are designed to take care of you, at work and beyond, including competitive compensation with an annual bonus, inclusive health benefits, a wellness fund, flexible vacation, and a remote first work environment, including opportunities to work globally for portions of the year, along with meaningful opportunities for professional development and volunteering opportunities.

COMPENSATION AND PERKS

The annual on target earnings for this position based in Canada is $80,000.00 to $89,000.00 CAD. This salary range is an estimate, and the actual salary may vary based on job related skills and depth of experience. ExperiencePoint is committed to fair and transparent pay practices.

Annual Bonus based on level and company performance

Comprehensive Benefits Plan designed to support your physical and mental wellbeing

An annual wellness allowance to support what helps you feel your best, whether that’s fitness, mental health, ergonomics, or personal wellbeing.

Plan for your future with our Group RRSP program through Wealthsimple, helping you build long-term financial security.

Flexible PTO with a 3 week minimum plus 5 additional flex days for sick time, mental health days, or personal needs.

We’re a remote-first organization. Work from anywhere in the world* for 100 days a year, with the flexibility to design a work environment that supports your productivity and wellbeing.

Dedicated Professional Development Days to focus on learning, skill-building, and growth, because investing in your development matters.

USE OF ARTIFICIAL INTELLIGENCE IN HIRING

At ExperiencePoint, our recruitment process is human-led. We do not use artificial intelligence or algorithmic tools to evaluate, rank, or make hiring decisions about candidates.

For certain roles, we may use basic, job-related screening questions (such as location or work eligibility) to confirm minimum requirements. All qualified applications are reviewed by our team, and hiring decisions are made by people.

ACCESSIBILITY & EQUAL OPPORTUNITY ExperiencePoint is an equal opportunity employer committed to fostering an inclusive workplace. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available throughout the recruitment process. Please let our Human Resources team know if you require accommodation.

The Interview Process

Accepting Applicants: July 20, 2026 - August 6, 2026

Round 1: Phone screen with People Operations 

Round 2: Skills Interview with a Sales Account Executive 

Round 3: Interview panel with various Experiencepoint team members

Think You’re a Good Fit? We’d Love to Hear From You!