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.

Interview process Expect a dashboard design exercise, a live triage exercise using real anonymized client requests, a discussion of a time your queue became unmanageable and what you did, and a role-play of a difficult client conversation.

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