About the role

Campus Connect Group operates a portfolio of software businesses serving private post-secondary education. One of our operating companies supports around ninety institutional clients on a platform they use to run admissions, student records, and communications.

We are looking for a Director of Account Management to run that function as a measured discipline rather than as reactive support. You will lead a small team, own client health as something visible and reported rather than anecdotal, and make sure your team resolves what it can without using scarce engineering capacity.

This is a management role first. The person in it should be handling escalations and developing the team, not personally holding a queue of client requests. What you will own The team.

Three to four account managers: workload distribution, coaching, one-to-ones, and performance.

The client health dashboard. Open items by account weighted by revenue, aging, escalations, and satisfaction, reported monthly to the executive team. You will build or materially shape this.

The commercial weighting of the backlog, working with the Technical Product Manager. You supply what the client needs and what it is worth; they sequence delivery.

Request quality at source. Your team is accountable for the completeness of what it submits. Incomplete requests are returned rather than passed on.

Client self-service. A meaningful share of incoming requests need no developer at all. Growing that share through tooling and training is one of your highest-leverage areas.

Proactive client communication, including declines, delays,



and revised timelines, delivered before the client has to ask.

Experience required

Five or more years in account management or customer success in B2B SaaS, including at least two years managing a team.

A data-driven approach you can evidence. You have built or owned a client health, retention, or support dashboard, and can explain which metrics you chose and why. This is the capability we look at most closely.

Process design experience: you have created or improved an escalation, onboarding, or support workflow, and can describe what changed as a result.

A track record of delegation, including how you distributed work and set standards for a team.

Enough technical literacy to triage: you can tell a configuration request from a defect from a feature request.

Extensive experience with Zoho Desk or a comparable platform to track, drive throughput, etc.; required is ability to configure rather than only use. Nice to have

Education technology, or selling to institutions with procurement cycles and compliance obligations.

Experience standing up self-service or client portal capability. What success looks like

At 3 months: every account has a health score you review monthly, and you hold very few requests personally.

At 6 months: your team resolves the large majority of account-serviceable requests without a developer, and nothing sits with an account manager for more than two weeks without activity.

At 12 months: measurable improvement in client satisfaction and fewer escalations across the largest accounts.

📌 Director of Account Management (Toronto)
🏢 Campus Connect
📍 Toronto