Customer Success Relationship Manager

About GAM Tech

GAM Tech is a security-first Managed Service Provider (MSP) supporting small and mid-sized businesses across Canada. Our mission is to create fun, success, and innovation for our people and customers. Teamwork, Care, Communication, Accountability, and Positive Attitude.

We’re looking for a Client Success Manager to own the relationship with a portfolio of our managed services clients, typically businesses with 20 to 200 users.

You make sure the client is achieving what they need from their technology, understands the value they are getting, trusts us with their technology roadmap, and stays with us for the long term.

On-target earnings of $60,000 to $90,000 per year, plus bonuses
In addition to a base salary, this role is eligible for performance bonuses tied to client retention and account growth, as well as benefits and other rewards.
Final offers are based on experience and demonstrated results in account management or customer success.

Act as the primary business point of contact for an assigned portfolio of managed services clients.
Lead the onboarding handoff from sales to service, making sure new clients know who to call, what to expect, and what was promised.
Run regular business reviews with client leadership, covering service performance, security posture, and a forward-looking technology roadmap.
Build relationships beyond a single contact at each client so the account never depends on one person.

Handle difficult conversations directly, including service concerns, price changes, and scope disputes.

Account Growth

Identify opportunities that genuinely help the client, such as hardware lifecycle refreshes, security upgrades, Microsoft 365 improvements, and projects.
Work with our technical and sales teams to scope and present proposals in line with GAM Tech pricing policy.
Track the pipeline of opportunities within your portfolio and follow each one through to a decision.

Service Coordination & Escalations

Coordinate with Service Delivery on escalations and keep the client updated until the issue is resolved.
Keep client records, meeting notes, and opportunities up to date in our CRM and PSA with attention to detail.
3+ years of experience in customer success, account management, or client services in a B2B environment; MSP or IT services experience is a strong asset.

• Experience managing renewals and recurring revenue clients, not just one-time sales.
• Comfort discussing technology and cybersecurity with business owners in plain language; you keep clients informed without being asked, and you are comfortable delivering bad news.
• you manage a full portfolio of clients, and nothing goes quiet.
• Commercial awareness; you understand how retention and account growth drive the business.
• Experience with HubSpot, HaloPSA, or similar CRM and PSA tools is an asset.
• Valid driver’s license and access to a vehicle for client site visits.
• Fluency in English is required.

Base salary between $60,000–$90,000, plus performance-based bonuses and benefits.
Unlimited paid vacation; we support people taking the time they need for family and personal matters.
Comprehensive benefits package, including health and dental coverage.
Monthly company lunches and social events, fully paid.
A portfolio of long-term clients and a security-first service you can stand behind.
Fun, collaborative workplace culture focused on teamwork and continuous improvement.

Full-time, Monday–Friday, based at our Calgary office, with flexibility to work from home when you need to handle things at home.
Regular visits to client sites in Calgary and the surrounding area.

Apply online.

• Complete a short personality and aptitude assessment to help ensure you’re a great fit for our awesome team.
• Show off your personality in a short video interview.
• Final chat with our leadership to make sure we’re the right fit for each other.
• Start your dream job at GAM Tech!

No phone calls or website inquiries, please.