(REMOTE) Client Success Manager

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

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

Deliver an exceptional customer experience throughout the post-sales journey
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
Own key performance indicators including renewal rate and customer satisfaction scores
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
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.