Associate Director, Client Success

🕒 August 7

🇨🇦 Canada – Remote

💵 $102k - $131k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 13%

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World Education Services

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1974

📚 Education

🌍 Social Impact

Education • Social Impact

World Education Services is a nonpartisan social enterprise that provides widely accepted international credential evaluation services to help students, professionals, immigrants, and refugees have their foreign education recognized in the United States and Canada. WES offers credential assessment reports (including ECAs for Canadian immigration), digital tools like iGPA and AccessWES, research and policy work, and social impact programs and philanthropy aimed at improving economic inclusion and workforce pathways for newcomers.

📋 Description

• Own performance across a 7,000+ account portfolio, accountable for retention, expansion, and organic growth • Develop and execute strategies to increase client volume and maximize account value • Manage portfolio performance against retention and expansion targets, including forecasting and reporting to leadership • Establish segmentation and prioritization strategies for scalable client engagement • Serve as senior relationship owner for strategic and high-value accounts • Lead complex client engagements with executive presence and credibility • Ensure client-facing deliverables and interactions are accurate, current, and executive-ready • Own resolution of complex client issues and executive-level escalations • Maintain visibility into portfolio performance, retention, volume trends, and growth opportunities • Architect and optimize Salesforce reporting, including margin, profitability, and financial impact tracking • Leverage data and insights for strategy, decision-making, and risk mitigation • Maintain CRM data integrity and reporting accuracy • Lead, coach, and develop a team of Client Success professionals • Set expectations, provide resources, drive accountability, and support team performance • Partner cross-functionally on renewals, forecasting, and expansion strategies • Translate client insights into recommendations and improve processes, products, and client experience

🎯 Requirements

• Bachelor’s degree in business, public administration, education, or related field required (Master’s preferred) • 8+ years of experience in client success, account management, or revenue-focused roles, with increasing scope and responsibility • 3+ years of experience leading and developing high-performing teams • Proven track record of owning client retention, expansion, and portfolio growth outcomes, including revenue or volume-based targets • Experience managing large-scale, complex client portfolios; 5,000+ accounts preferred and 10,000+ strongly preferred • Experience in a quota-driven or revenue-accountable environment, including forecasting and performance tracking • Strong experience with Salesforce CRM and reporting • Experience with data analysis and performance reporting • Ability to manage complex, high-profile client relationships, ideally within government, higher education, or regulated environments • Experience working in cross-functional, matrixed organizations • Ability to operate at strategic and execution levels and translate priorities into measurable outcomes • Strong executive presence • Strong alignment with WES mission and values • Willingness and ability to travel up to 30–50% as needed

🏖️ Benefits

• Remote work and flexible scheduling • Generous time-off policies • Comprehensive wellness programs • Comprehensive benefits • Tangible rewards and recognition • Learning opportunities and pathways for personal and professional development • Comprehensive training programs • Tuition reimbursement opportunities • Career advancement opportunities • Employee-led resource groups • Town halls and collaborative team events • Meaningful volunteer opportunities • Inclusive and accessible work environment • Recruitment assistance and accommodations

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