Hybrid Senior Client Success Manager

at Social Nature

• Job title: Senior Client Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: CA$90,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Drive client success and account growth through strategic management of enterprise clients at Social Nature. Collaborate across teams to enhance market impact and support sustainable product choices.

Responsibilities

• Manage a portfolio of high-growth and enterprise accounts with a focus on Net Revenue Retention (NRR).
• Apply a structured approach to retention and expansion, identifying upsell opportunities, anticipating churn risk, and acting on both before they become issues.
• Develop marketing strategies aligned with the brand’s retail launch calendar, ensuring Social Nature drives impact in specific high-priority regions or retailers year-round.
• Deliver tailored engagement that reflects each client's investment level and business goals, positioning Social Nature as an indispensable marketing partner.
• Maintain a consistent client engagement cadence across your portfolio: QBRs, structured check-ins, and proactive communication that keep clients aligned, informed, and confident in the partnership.
• Communicate campaign performance and insights with clarity and impact, tailoring your storytelling to each client's business objectives and translating results into meaningful, actionable takeaways.
• Act as the 'Voice of the Client' and identify gaps in our current offering to our Product team.
• Share success stories with our B2B marketing team to amplify our client results and contribute to the case studies and content that help us win new business.
• Collaborate with Sales to ensure a seamless hand-off and early identification of upsell levers during the onboarding phase.
• Approach challenges collaboratively. Whether it's a campaign underperforming, campaign recruitment lagging, or a client ready to expand beyond current capacity. You'll pull in the right internal team members and drive toward a win-win solution.
• Share learnings and opportunities with the VP and leadership team, presenting clearly and with a point of view.
• Serve as the first point of escalation for campaign issues, performance concerns, client dissatisfaction, or churn risk, bringing composure and a clear resolution path.
• Monitor account health signals across the portfolio, connecting engagement patterns, performance data, and client sentiment to anticipate and mitigate churn risk before it materializes.
• Directly manage and develop our other Client Success Manager, building their capacity to think like a strategist and move beyond tactical execution.
• Report on key metrics, including retention, expansion, churn analysis, and flag when they are off track with a proposed recovery path.

Requirements

• 5+ years of client success experience, specifically within a marketing agency or the CPG industry.
• A demonstrated track record of driving expansion and retaining accounts.
• You bring frameworks and a repeatable approach to identifying risk, creating value, and capturing upsell opportunities.
• Comfortable with client escalations and executive-level communication, you can hold your own in senior client conversations and bring calm and clarity to difficult situations.
• Skilled at translating client feedback, trends, and data into actionable recommendations for product and process improvements, and experienced in working cross-functionally to implement them.
• A polished communicator - whether you're delivering a QBR, pitching an idea internally, or navigating a tough client conversation, you know how to frame your message in a way that builds confidence and moves things forward.
• Strong analytical skills, with the ability to turn data into insights relevant and meaningful to clients.
• Previous experience mentoring other team members
• Able to manage multiple and often competing priorities without losing sight of what matters most - a reflection of our Focus on Impact leadership principle.
• Adaptable and comfortable working with ambiguity and finding a path forward even when things aren't perfectly defined.

Benefits

• Full Employee Benefits: This is a fixed-term employment role; you will receive the same comprehensive benefits and PTO as our permanent staff from Day 1.
• You'll get health, dental, and vision benefits, an annual $1,200 wellness spending account (gym pass, running shoes, bike, etc.), and a $500 home office improvement stipend (standing desk, ergonomic chair, etc.) to support our remote-first work environment.
• Time to Take Care of Yourself : 30 PTO days per year, including 15 days annual vacation, 3 personal days, and 12 designated company holidays.
• All team members also enjoy a flex week (with a focus on 80% R&R) between Dec 24–Jan 1 to recharge for the new year.
• Team Events : We believe a team that takes time to play together stays together. We regularly host virtual and in-person events throughout the year for connection and collaboration.
• Work That Makes a Difference : Align your work with your values and help build a more sustainable future. Join us in our mission to help more people make the switch to healthy and sustainable products.
• Competitive Compensation : Competitive base salary plus eligibility for a performance-based incentive plan.