Title : Client Success Manager Department : Client Success Type : Full-time, salaried, training included Reports to : Director of Client Success Location : Downtown Toronto office, with regular on-site client visits Job Description As a Client Success Manager at Business Cloud, you are the primary technical and sales liaison for a portfolio of clients, and you are accountable for the overall health of those relationships. You are client-facing, technically literate, and responsible for keeping each client aligned with Business Cloud on strategy, roadmap, and expectations. Your job is to understand each client's business, translate technical findings into clear business decisions, and make sure the right work gets prioritized across our internal teams. You will report to the Director of Client Success and work closely with other Client Success Managers. This is a relationship and alignment role, not a technical administration role. You are not the default technician for alerts, patching, backups, or server maintenance. That work is owned by our Support and Implementation teams. You are expected to be comfortable with the tools and services we manage so you can speak credibly with clients and coordinate effectively with our engineers, but your day is spent on meetings, communication, prioritization, roadmap translation, scope control, escalation coordination, and client advocacy,



not routine technical work. Your primary working location is our downtown Toronto office, and you will also go into the field to meet directly with clients and provide high-touch service. Success in this role is measured by KPIs such as client retention rates, Net Promoter Score, QBR completion, and upsell conversion rates. While the scope of work is consistent, the day-to-day changes frequently. One day you will prepare and lead a Quarterly Business Review, and the next you might scope a technical proposal, coordinate an escalation, or run a roadmap discussion with a client's leadership team. Key Responsibilities Client Renewal and Retention: Your core goal is to maintain client satisfaction across every area of working with Business Cloud, resulting in the renewal of services year over year. We rely on your clients' high satisfaction levels to provide references for new clients. Drive Revenue: You identify upsell opportunities with existing clients by understanding their business needs and aligning appropriate solutions, such as SaaS applications and custom projects, to drive additional revenue. You also leverage existing relationships to drive recent business referrals. Client Relationship and Alignment: You are the named point of contact and the person who knows the day-to-day

📌 Client Success Manager (Toronto)
🏢 Socket.dev
📍 Toronto