The opportunityWe are hiring a Client Services Manager to lead a pod of Account Coordinators and Account Managers, and to hold at least one of our larger accounts directly.The role carries two distinct accountabilities: the performance and development of your team, and the strategic direction of a significant client relationship. It is suited to an experienced account leader ready to take on formal people management, with scope for that responsibility to grow as the team does.Why this role exists nowOur Client Services team has grown quickly, and we are investing in how it runs: tighter onboarding, earlier visibility on client health, and clearer development paths for the team. You are being hired to help deliver that.In your first twelve months, we would expect you to:Establish a consistent standard of client review across your pod, so quality does not vary depending on who is on the accountTake full ownership of your own client relationship, including strategy, performance against targets and renewalBuild an accurate picture of each team member's strengths and development gaps, and put plans in place against themContribute to how the wider team improves onboarding, client health monitoring and reportingContribute to an enhanced client and publisher experience by identifying opportunities for improvement and providing actionable insights and recommendations to ensure goals are being met and budget is being utilizedLead troubleshooting efforts for tracking and technical implementation issues, providing guidance and support to internal teams and clientsWhat you will doLead the podRun one-on-ones, set clear goals for each role, and hold quarterly performance conversations that people leave knowing where they standCoach through the work:



sit in on client calls, review reporting before it goes out, and give feedback that changes what happens next timeManage workload across the pod, including cover during absence and reallocation when a client escalatesOwn hiring and onboarding for your pod as it growsOwn your clients and support your team'sBuild and deliver program strategies for your accounts against agreed client goals and revenue targetsStep in on escalations across the pod, whether that is a tracking failure, a missed target or a relationship that has gone quietSpot churn risk early and act on it rather than reporting itIdentify expansion opportunities across the pod's portfolio and work them with the commercial teamKeep the operation tightWork in our project management system, so the pod's status is visible without anyone having to askHold a working knowledge of our tracking and integration setup, enough to triage an issue and know when to elevate to product or engineeringReport on pod performance accurately and on time, and explain what is behind the numbersWork with sales, marketing, product and engineering on anything your clients need from themWhat we are looking forFive or more years in client services, account management or performance marketing, with at least two spent leading people, formally or as a team leadEvidence that you have developed someone:



promoted them, turned around a performance problem, or built capability that outlasted youA track record of holding client relationships through difficulty, not just when the numbers are goodComfort with data & strong Microsoft Excel and PowerPoint skills. You can read performance reporting, find what is off and explain it to a client without hiding behind itEnough technical curiosity to understand how tracking and integrations work, or the willingness to learn quicklyAffiliate marketing experience is an advantage, and financial services or another regulated industry more so.What we offer$80,000 to $90,000 per year, plus comprehensive health and wellness benefitsHybrid schedule, four days in our Vancouver office and one remote dayFive paid personal days and paid volunteer timeA route from CSM to Senior CSM, and a say in how that path is definedAbout Fintel ConnectFintel Connect is a leading full-service affiliate marketing solution for financial institutions across North America. We are building a team of driven, thoughtful people who want to help shape the future of performance marketing and see the results of their work in real time.We are committed to fostering a diverse and inclusive workplace as an equal chance employer. We embrace individuals of all backgrounds, ensuring that everyone has the opportunity to thrive and succeed. We believe humans are an important and vital part of the recruitment process, and we do not use AI in any part of our recruitment process. While we cannot guarantee an interview, we promise to review your application in full.For more about us, visit our website: Fintel Connect

📌 Client Services Manager (Vancouver)
🏢 Fintel Connect
📍 Vancouver