Management
Client Services Manager
Develop and execute comprehensive strategies that drive client retention, satisfaction, and account growth. Manage and mentor the customer success and account teams, building a high-performance culture. Work closely with Agency Management, Delivery Team, and external teams to design solutions that meet client needs and drive business outcomes. Identify and pursue upselling, cross-selling, and new service opportunities within existing client accounts.
Remote, Toronto (GTA, Canada), full-time
Job Summary
We are looking for a high-energy Client Services Manager who will be a key driver of customer success, business growth, and strategic account management for our niche portfolio of B2B technology clients.
Macro’s Core Values
- Learning Agility: Stay curious, open, and adaptable.
- Accountability: Own your outcomes and actions.
- Multiculturalism: Welcome diverse perspectives and collaboration.
- Friendliness: Approach every interaction with kindness and respect.
Your Mission
- Develop and execute strategies that ensure client success, satisfaction, and revenue growth.
- Strengthen client relationships while identifying new business opportunities.
- Lead account initiatives, ensuring excellence across project execution, client communication, and team collaboration.
Key Responsabilities
- Customer Success Strategy: Develop and execute comprehensive strategies that drive client retention, satisfaction and account growth.
- Account Leadership: Manage and mentor the customer success and account teams, building a high-performance culture.
- Cross-functional Collaboration: Work closely with Agency Management, Delivery Team and external teams to design solutions that meet client needs and drive business outcomes.
- Client Relationship Expansion: Identify and pursue upselling, cross-selling, and new service opportunities within existing client accounts.
- Account Monitoring: Proactively monitor client accounts, address potential issues early and escalate critical problems to senior management when needed.
- Marketing Performance: Analyze client feedback and performance metrics to improve service delivery, product offerings and client experience.
- Strategic Client Representation: Represent Macro in client meetings, negotiations and long-term strategic planning sessions.
- Compliance and Best Practices: Ensure that all client interactions comply with industry regulations, company policies and digital service best practices.
- Client Advocacy: Be the voice of the customer internally, pushing initiatives that better meet client needs and expectations.
- Reporting: Deliver regular updates and strategic reports to Macro leadership team on customer success metrics and outcomes.
- Industry Awareness: Stay informed about industry trends, competitor activity and best practices to keep strategies fresh and effective.
Ideal Candidate Profile
- Proven leadership in customer success, account management, or marketing project management.
- Excellent relationship builder with strong communication, negotiation, and problem-solving skills.
- CRM experience (HubSpot preferred).
- Highly detail-oriented and data-driven.
- Confident and capable working independently in a remote environment.
- Familiar with digital marketing tools that enable B2B Marketing, Channel & Sales
- Transparent, ethical, and deeply collaborative.
- Experience with account expansion strategies (upselling, cross-selling).
- Bonus: Previous marketing agency or B2B tech experience.
- Bonus: Experience managing small teams and special projects.
What We Offer
- Competitive compensation with a clear and achievable bonus structure.
- Full flexibility with a fully remote work environment.
- Comprehensive group benefits, including medical, dental, and more.
At Macro, we promise more than results! We aim to become a trusted partner in every project. If you're ready for a rewarding and challenging role where you can grow your creativity and skills, we’d love to hear from you!