Are you ready to lead the team that will redefine excellence in Enterprise SaaS Customer Experience? Riva is seeking a dynamic, forward-thinking Manager of Client Experience and Operations to take our record breaking CX team to the next level. In this role, you will align our client experience with our vision for a future of agentic AI-enabled customer success teams.

If you thrive on process optimization, data-driven execution, and pushing the boundaries of what contemporary client operations can achieve, this is your stage. Reporting to the VP of Global Sales, you will lead an already high-performing Client Experience team focused on delivering exceptional client outcomes, driving retention and expansion revenue, and building lasting client relationships. You will serve as an operational leader—establishing the scalable systems, playbooks, and intelligent cadences that allow our Client Experience and Operations organization to scale effortlessly while collaborating seamlessly across Sales, Product, Marketing, Professional Services, and Support.

Client

Success & Relationship Management Build and maintain trusted executive-level relationships with key enterprise accounts, acting as a strategic advisor throughout the client lifecycle. Drive client retention, satisfaction, and expansion, securing long-term value realization by ensuring clients achieve measurable business outcomes. Establish structured account planning methodologies and success plans aligned with client objectives and Riva’s growth targets.

Monitor client health signals, technology initiatives, and industry trends to proactively identify risk and unlock enterprise expansion opportunities. Serve as the strategic bridge between the client and internal teams to influence product roadmaps and elevate service delivery. Design, implement, and refine scalable playbooks, onboarding workflows, and lifecycle management frameworks to drive peak operational efficiency.

Revenue

Growth & Commercial Execution Build predictable execution models that drive consistent renewal execution, upselling, and cross-selling across assigned account portfolios.



Develop data-backed customer expansion strategies and partner closely with Sales to identify and close revenue opportunities. Maintain hyper-accurate forecasting models for renewals, risk mitigation, and account expansion.

Lead, mentor, and build an execution-focused Customer Success team committed to operational discipline and customer advocacy. Foster a culture of accountability, continuous improvement, data fluency, and operational excellence. Establish clear performance benchmarks, OKRs, and operational cadences; provide structured coaching to support team growth and productivity.

Partner with Sales, Product, Marketing, and Engineering to align go-to-market strategies with customer lifecycle touchpoints. Manage escalation protocols to resolve complex customer issues efficiently with minimal friction. Translate customer insights into operational recommendations that drive broader company growth initiatives. 5+ years of progressive leadership or operational experience in Enterprise SaaS Customer Success, Account Management, or Revenue Operations.

Proven track record as an operator: expertise in designing, building, and optimizing repeatable processes, customer playbooks, and operational cadences. Deep experience leveraging and configuring CRM software (e.g., Salesforce) and CS management tools to track health scores, telemetry, and renewal pipelines. Solid analytical capability with a track record of using data, KPIs, and dashboarding to make informed operational and strategic decisions.

Demonstrated history of successfully managing customer retention (GRR/NRR) and driving organic expansion revenue. Exceptional communication, negotiation, cross-functional project management,



and change-management skills.

Bonus Points For

Direct experience working at Salesforce.com or within the Salesforce/Microsoft ecosystem.

Background in Revenue Operations (RevOps), CS Operations, or Systems Consulting. Practical knowledge of enterprise email, calendar, and CRM integration architecture. Using creativity, new technologies, and customer-centered approaches to solve complex problems. Analyzing data and situations to make well-informed decisions.

Managing Resources & Digital Dexterity: Combines adaptability to new technologies with effective utilization of time, budget, and talent to optimize outcomes and drive continuous improvement. Leadership, Strategic Vision & Planning: Guides the organization with a clear and actionable vision, develops plans based on long-term goals, adapts to change effectively, and inspires alignment with organizational strategy through data-driven decision-making. Guides the organization with a clear and actionable vision, develops plans based on long-term goals, adapts to change effectively, and inspires alignment with organizational strategy through data-driven decision-making.

Our Relationship

Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM – synchronizing data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.

We offer a work culture that fosters diversity, equity, inclusion, and fun. Paid vacation starting with 3 weeks. Paid wellness time for mental health, personal benefits, and personal time. Extended health care benefits, dental and life insurance.

Professional development and training allowance for career advancement. Must hold a valid work permit or be a permanent resident or citizen of Canada. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

📌 Accounts Manager (Full-Time) (Edmonton)
🏢 Riva International
📍 Edmonton