Customer Success Manager

Position

Recruitment Specialist at Globalfaces Direct

Overview

An accomplished Customer Success Manager with a proven track record of managing high-value, complex client accounts and influencing strategic outcomes across multiple departments. This individual excels at building trusted partnerships with clients, driving satisfaction, and delivering solutions that directly align with corporate goals and long-term client ROI.

The CSM acts as an advisor and internal advocate, ensuring campaign success through proactive issue resolution, data-driven insights, and collaborative planning. They are adept at navigating nuanced discussions, presenting strategic recommendations, and aligning internal stakeholders (Field Sales, Data, IT, and Finance) to deliver a seamless and exceptional client experience. This role requires someone who can lead client strategy discussions, manage executive-level relationships, and influence internal stakeholders toward continuous improvement and innovation in client delivery.

Key Accountabilities

• Lead strategic client communications, fostering clarity, accountability, and trust across all touchpoints to strengthen partnerships and support renewal and expansion efforts.
• Provide guidance to clients on optimizing product mix, territory allocation, cost structures, and compliance in a way that improves both internal efficiency and external impact.
• Partner with Field Sales leadership to drive joint planning and execution, ensuring aligned goals and coordinated action plans that improve overall performance and morale.
• Serve as a senior-level client advocate, ensuring client needs are clearly articulated and addressed across Field, Data, Finance, and IT teams to deliver consistent, high-impact outcomes.
• Analyze campaign performance and client metrics weekly to identify areas of risk and opportunity, with a focus on enhancing performance, profitability, and long-term client value.
• Collaborate with internal leadership to align campaign objectives with operational capabilities—ensuring outcomes are measurable, sustainable, and support growth.
• Champion the value of door donor acquisition by equipping clients with a deeper understanding of how brand ambassadors drive both conversion and long-term donor quality.
• Deliver weekly campaign health updates that highlight progress, surface potential issues early, and engage internal stakeholders in continuous improvement planning.
• Support the development of tailored growth plans that align internal resources with external opportunities and client evolution.
• Provide day-to-day guidance, mentorship, and developmental support to junior members of the Customer Success team, ensuring consistency in service delivery, strong internal collaboration, and the growth of internal talent.

Qualifications

Experience

• Minimum 2–5 years of progressive experience in Customer Success, Client Services, or Account Management
• Proven success managing complex client relationships with multiple stakeholders and delivering measurable client outcomes.
• Experience working in or with cross-functional teams to solve client challenges.

Education

• BA/BS degree, Certificate or Diploma, or equivalent professional experience.

Skills and Abilities

• Exceptional client communication and relationship building skills at all levels
• Strong analytical capability with the ability to translate data into actionable insights
• Strategic thinker who can balance short-term execution with long-term planning and client growth.
• Proactive problem-solving skills, offering solutions that balance client needs with organizational objectives.
• Strategic thinking to assess campaign performance and identify opportunities for improvement and added value.
• Adept in project management, campaign oversight and cross-functional leadership.
• Ability to influence various levels of stakeholders and build consensus

Additional Information

Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check. Candidates must be legally entitled to work in Canada at the time of their application.

Accessibility

Globalfaces Direct promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free, and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager if you require reasonable accommodation during the interview, and assessment process and we will work with you to meet your accessibility needs.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

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