ALM Corp: Client Success Manager

Headquarters: Toronto

URL: https://www.almcorp.com

The Client Success Manager at ALM Corp plays a critical role in driving client satisfaction, success, and retention. This position is responsible for managing client relationships, identifying growth opportunities, resolving concerns, and collaborating with cross-functional teams to improve processes and outcomes. You will serve as the main point of contact for key accounts, ensuring client needs are met and exceeded.

🧭 Client Satisfaction & Retention

• Monitor and improve client satisfaction scores with a target of 90%+ promoter bracket.

• Respond promptly to client feedback, concerns, and escalations—aiming for resolution within 24 hours.

• Proactively implement initiatives to increase client retention and reduce churn.

• Act as the client advocate internally, ensuring their voice is heard and needs are addressed.

🤝 Relationship Management & Growth

• Develop strong, long-lasting relationships with key clients through regular check-ins, strategic reviews, and value-driven communication.

• Identify upsell and cross-sell opportunities aligned with client goals and work with the Sales team to act on them.

• Drive client renewals by demonstrating measurable value and consistent performance.

🔄 Cross-functional Collaboration

• Work closely with internal teams (Sales, Project Management, SEO, Paid Media, Web Development, and Strategy) to align on deliverables and timelines.

• Facilitate internal communication on client feedback, expectations, and areas for improvement.

• Lead quarterly interdepartmental reviews to enhance workflows.

📊 Data Analysis & Reporting

• Analyze client feedback and performance data to identify trends, gaps, and improvement opportunities.

• Prepare monthly performance reports with actionable insights for both internal use and client presentation.

• Manage Net Promoter Score (NPS) tracking and analysis across accounts.

✔ Client Satisfaction

• Maintain a satisfaction score of 90% or higher; aim for the majority of clients to be in the promoter category.

• Achieve a 95%+ resolution rate for client escalations within 24 hours.

• Show year-over-year improvement in client retention, renewal, and escalation metrics.

✔ Process Improvement

• Identify and propose process improvements annually with measurable impacts.

• Lead or participate in quarterly collaboration sessions to enhance internal workflows.

✔ Revenue Growth

• Increase average Client Lifetime Value in the first 12 months.

• Support revenue expansion through client account growth and new opportunity identification.

✔ Reporting & Feedback

• Deliver comprehensive monthly client performance reports.

• Conduct quarterly feedback sessions with clients, documenting key insights and action items.

To apply: https://weworkremotely.com/remote-jobs/alm-corp-client-success-manager

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