Senior Manager, Client Success digital experience platform

Title: Senior Manager, Client Success DXP

Location: Canada, Remote

Department: Account Management

Job Description:

Verndale is a digital experience agency dedicated to driving growth by helping businesses create meaningful human connections in an increasingly digital world. With offices in Boston, Montreal, Los Angeles, Quito, and hubs across the Americas, we partner with marketing and technology leaders to deliver personalized web, mobile, and ecommerce solutions that elevate customer experiences. 

 

At Verndale, we thrive on collaboration and innovation, offering a full range of services that span strategy, design, development, personalization, SEO, analytics, and digital advertising. We celebrate diversity and inclusion, striving to create a climate of respect essential for both individual and company success.

If you're ready to be part of a passionate team dedicated to making an impact and driving growth, we invite you to explore a career at Verndale. 

About the role

The Senior Manager, Client Success plays a strategic leadership role in managing and growing a portfolio of client relationships while ensuring the successful delivery of Verndale’s services. Operating at the intersection of strategy, delivery, and commercial performance, this role shapes account growth strategies, facilitates strategic client engagements, and identifies opportunities to expand Verndale’s impact within client organizations. The role also mentor's members of the Client Success team and helps elevate Verndale’s client engagement practices.

Responsibilities

• Manage a strategic client portfolio typically representing $3M–$8M in annual revenue.
• Own revenue growth, retention, and overall account health within the portfolio.
• Serve as senior relationship lead across multiple client engagements.
• Identify expansion opportunities across client organizations.
• Build trusted relationships with senior client stakeholders. 
• Act as a strategic advisor connecting Verndale capabilities to client priorities. 
• Facilitate strategic conversations around digital initiatives. 
• Maintain strong communication between clients and internal teams. 
• Orchestrate the end‑to‑end client experience across strategy, delivery, technology, and creative teams.
• Ensure alignment between client goals, account strategy, and delivery execution.
• Coordinate cross‑functional teams to deliver cohesive client outcomes.
• Anticipate and mitigate risks affecting the client experience.
• Lead upsells and cross‑sell opportunities within accounts.
• Support proposal development and client presentations.
• Collaborate with business development leaders on account expansion.
• Monitor revenue growth, forecasting, and margin health.
• Lead renewal and pricing discussions.
• Maintain accountability for financial performance of accounts.
• Mentor Client Success Managers and other client‑facing team members.
• Lead cross‑functional collaboration across delivery teams.
• Contribute to best practices within the Client Success organization.

Qualifications

• 8–12 years of experience in client success, account management, or consulting environments.
• Experience managing multi‑million‑dollar client portfolios.
• Strong commercial and financial acumen.
• Bachelor’s degree required.
• Up to 25%-50% travel. Successful candidates must be able to travel freely to client locations in the United States and Canada.
• Strongly preferred: Advanced French proficiency (spoken, written, and reading).

Ten Great Reasons to Work at Verndale

1. We are a rapidly growing company that is just as scrappy and entrepreneurial today as when we were founded in 1998.
2. We are relentlessly curious and enthusiastically solve our clients’ complex business problems through technology, data, and design.
3. We foster a culture that enables every person in the organization to do the best work of their career.
4. We offer regular training and professional development to move careers forward.
5. Client and employee satisfaction are our two most important business metrics.
6. We celebrate and champion diversity, equity, and inclusion.
7. We offer generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
8. We offer top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees’ needs. 
9. We support a healthy work/life balance.
10. We are fully remote enabled and embrace the evolving definition of the workplac