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We partner with cultural organisations around the world to create meaningful digital experiences.
Client Success Manager
Location
Canada
Posted
28 days ago
Salary
$85K - $100K / year
Seniority
Senior
Job Description
Client Success Manager
Substrakt
• Acting as the day-to-day contact for a portfolio of clients • Building strong, trusted relationships with key stakeholders • Developing a deep understanding of each client’s organisation, goals and challenges • Ensuring clear, consistent and proactive communication • Leading Discovery workshops for new website implementations • Delivering Strategic Reviews on existing websites and developing roadmaps for future development • Helping clients prioritise work based on impact and value • Identifying opportunities to improve performance, engagement and revenue • Planning and delivering client projects • Working closely with design, engineering and support teams • Ensuring work is well scoped, phased and delivered to a high standard • Maintaining visibility of timelines, risks and dependencies • Owning the commercial performance of your client portfolio • Identifying and shaping opportunities for future projects • Developing scopes and proposals that reflect value and outcomes • Supporting revenue forecasting through a clear view of pipelines • Ensuring a high-quality and consistent client experience • Gathering feedback and identifying areas for improvement • Contributing to how we refine our processes, products and approach
Job Requirements
- Experience managing client relationships in a digital agency, consultancy, start-up or similar environment
- Strong experience of managing digital projects
- Confidence leading conversations around strategy, budgets and roadmaps
- Excellent organisational skills and attention to detail
- Commercial awareness - you understand how work translates into value and revenue
- Ability to work collaboratively across multidisciplinary teams
- Experience in the arts and culture sector is a bonus, but not essential.
Benefits
- Work with some of the most exciting cultural organisations in the UK and North America
- Be part of a growing North American team, shaping how we work in this region
- Have real impact on client relationships, strategy and outcomes
- Work in a team that genuinely cares about the sector and the work we do
- We operate a flexible, hybrid working model that supports autonomy and work-life balance.
- We have enhanced time off policies too with a focus on parents and carers, vacation days (you’ll get 25 days, plus public holidays and you’ll never work a birthday again - because we give you that off)
- We offer private healthcare and a monthly wellbeing allowance of $90 to spend on whatever makes you feel good (whether that be a gym membership, a meal out, or a treatment of some kind)
- Everyone gets 6 days per year to focus on their own professional development, and a $925 budget to go along with that too.
- We invest heavily in communication and connection through weekly mailers, and an intentional meeting cadence. We also organise and cover the cost of annual team gatherings in Ontario, and we’ll also fly you to the UK once a year to connect in person with the wider team (if you’re up for it)
- Not all benefits come in the form of traditional ‘perks’. At Substrakt, we place a strong emphasis on building the right team structure and workflows, so everyone knows what they’re accountable for and can focus on doing their best work.
- All team members have the opportunity to participate in our steering groups which aren’t just ‘nice to haves’ - they help everyone stay curious and influence the way Substrakt approaches things like Equality, Diversity and Inclusion, Internal Culture, Accessibility, AI, and Sustainability
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