Social Nature

Senior Client Success Manager

Social Nature

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • Canada

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Salary

💰 CA$90,000 per year

Job Level

Senior

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client successaccount managementretention strategiesupsell opportunitieschurn analysisdata analysismarketing strategiesperformance metricscross-functional collaborationstrategic thinking
Soft Skills
communicationproblem-solvingmentoringadaptabilityanalytical skillsexecutive-level communicationclient engagementstorytellingcalm under pressureorganizational skills