Client Success Associate

Company Overview:

Deighton Associates Ltd. is a global leader in infrastructure asset management software dedicated to helping governments and transportation agencies make smarter data-driven decisions. With its flagship platform dTIMS Deighton empowers clients to manage roads bridges and other critical assets with precision and long-term sustainability in mind. Backed by decades of innovation and a collaborative team culture Deighton is trusted by organizations worldwide to deliver impactful future-ready solutions. Join a team that thrives on open communication collaboration and celebrating wins togetherwhere your contributions are valued and your growth is supported every step of the way!

Job Summary:

We are seeking a proactive and client-focused Client Success Associate to support the full lifecycle of a dedicated portfolio of this role you will drive client value ensure high levels of adoption and satisfaction manage renewals and uncover opportunities to expand the client relationship.

The ideal candidate has experience in B2B SaaS preferably within infrastructure asset management or enterprise software an thrives in a role that blends relationship management strategic thinking and commercial awareness.

Key responsibilities:

1. Retention & Renewals:

• • Renewal Management: Oversee all renewal activities across your portfolio ensuring timely engagement accurate forecasting and strong client retention.
  • Client Health Monitoring: Track and evaluate key health indicators (usage logins support activity survey scores training needs) to identify risks and opportunities.
  • Success Planning: Develop and execute tailored success plans to strengthen adoption address risks and support long-term client goals.
  • Value Reinforcement: Clearly articulate and demonstrate the ROI of the dTIMS ecosystem connecting capabilities to each clients strategic infrastructure and asset management objectives.

2. Expansion & Growth

• • Opportunity Identification: Surface upsell and cross-sell opportunities aligned with client needsincluding additional modules services or product tiers.
  • Strategic Business Reviews: Plan and lead business reviews that highlight key outcomes align future objectives and explore growth opportunities.
  • Cross-Functional Collaboration: Work closely with Professional Services Product Engineering and Operations to ensure seamless handoffs and a cohesive client experience

3. Client Advocacy & Relationship Management

• • Stakeholder Engagement: Build trusted relationships with key client stakeholders including executive sponsors such as Directors of Public Works CTOs and Asset Managers.
  • Voice of the Client: Collect interpret and share feedback from clients to internal teams influencing product enhancements service improvements and marketing initiatives.
  • Advocacy Programs: Encourage and coordinate client participation in case studies testimonials reference calls and community engagement.
  • NPS Management: Leverage NPS insights to proactively address concerns and improve overall client satisfaction and loyalty

4. Product Expertise & Education:

• • Maintain a deep understanding of the dTIMS ecosystem and industry trends.
  • Provide clients with best practices recommendations and emerging use cases to maximize the value of their investment.

Qualifications & Skills:

Required:

• Bachelors degree in business technology engineering or a related field.
• 1-3 years in Client Success Account Management or similar client-facing role within a B2B SaaS environment.
• Proven ability to meet or exceed renewal and retention objectives.
• Demonstrated success identifying and supporting expansion opportunities.
• Strong communication presentation and negotiation skills.
• Proficiency with CRM tools Microsoft Office Suite Power BI and NPS/CSAT methodologies.
• Ability to translate complex technical or analytical information into actionable insights for diverse audiences.
• Experience interpreting NPS data and turning insights into retention strategies.

Preferred/Nice-to-have:

• Experience in infrastructure asset management or enterprise technology targeted at government utilities or heavy industries.
• Background navigating complex sales cycles or public-sector procurement processes.
• Familiarity with customer health scoring churn prediction or usage analytics.
• Understanding of technical/financial concepts related to infrastructure lifecycle planning.

Why Join Our Team

• At Deighton we foster a collaborative and inclusive culture where innovation integrity and client success are at the heart of everything we do.
• Were committed to continuous improvement and growth both as a company and for our people -offering clear career paths mentorship and opportunities to work on impactful projects.
• Our mission is to empower infrastructure leaders with intelligent data-driven solutions that improve asset performance sustainability and long-term planning.

What does Deighton Provide

• Competitive compensation vacation and personal time group benefits
• In-house executive Chef Lunch meals prepared and provided 5 days a week.
• A supportive team that encourages and supports professional growth.
• Located in Whitby Ontario- Right off the 401 in the heart of Durham Region
• Company and department employee social events gaming stations in-office
• Working on meaningful and impactful work.
• Matching Group RRSP contributions
• Roll Over Vacation
• Summer golf lessons for beginners
• On-Site parking

Salary Range: CAD $60000- CAD $80000.

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.

Required Experience:

IC

Key Skills
Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients
Employment Type : Full-Time
Experience: years
Vacancy: 1