Client Success Manager

Role: Client Success Manager

Salary: $85,000 - $100,000 CAD, plus benefits 

Contract: Permanent, full-time (37.5 hours per week), flexible working

Location: Remote-first within Ontario, with occasional travel for team meet ups and client activity

Application Date: There is no fixed deadline; interviews will be conducted as suitable candidates apply

We’re a digital partner for arts and cultural organisations.

We design and build websites, develop digital products, and act as a strategic partner to help our clients connect with their audiences and grow their impact. We work with organisations across the UK, Europe and North America, from major institutions to ambitious, independent venues.

We care deeply about the sector we work in. We believe digital should be accessible, thoughtful, and genuinely useful. And we believe the best work happens through long-term, collaborative partnerships.

We’re looking for a Client Success Manager to join our growing North American team.

This is a pivotal role at Substrakt. You’ll be responsible for the success of a portfolio of client relationships - ensuring that our work is strategically aligned, well delivered, and continuously evolving.

You’ll act as the primary point of contact for your clients, guiding them through implementations, projects and ongoing development. You’ll combine strong delivery management with strategic thinking and commercial awareness - helping clients to get the most out of their partnership with Substrakt.

Internally, you’ll work closely with design, engineering and support teams - acting as the bridge between disciplines to deliver high-quality outcomes.

Client relationship ownership

• Acting as the day-to-day contact for a portfolio of clients
• Building strong, trusted relationships with key stakeholders
• Developing a deep understanding of each client’s organisation, goals and challenges
• Ensuring clear, consistent and proactive communication

Strategic guidance & roadmap development

• Leading Discovery workshops for new website implementations
• Delivering Strategic Reviews on existing websites and developing roadmaps for future development
• Helping clients prioritise work based on impact and value
• Identifying opportunities to improve performance, engagement and revenue

Project Management

• Planning and delivering client projects
• Working closely with design, engineering and support teams
• Ensuring work is well scoped, phased and delivered to a high standard
• Maintaining visibility of timelines, risks and dependencies

Commercial awareness & account growth

• Owning the commercial performance of your client portfolio
• Identifying and shaping opportunities for future projects
• Developing scopes and proposals that reflect value and outcomes
• Supporting revenue forecasting through a clear view of pipelines

Client experience & continuous improvement

• Ensuring a high-quality and consistent client experience
• Gathering feedback and identifying areas for improvement
• Contributing to how we refine our processes, products and approach

• Strong, trusted client relationships
• Work delivered on time, on budget and to a high standard
• Clear, effective client roadmaps
• Contribution to client retention and growth
• Positive client feedback and satisfaction

Our core values are: Curious, Collaborative, Smart, Playful and Inclusive

• We’re collaborative, open and supportive
• We value curiosity and thoughtful problem solving
• We care about doing good work, not just shipping quickly
• We aim to build long-term partnerships with clients and with each other

We’re less interested in job titles and more interested in how you think and work. That said, you’ll likely bring:

• Experience managing client relationships in a digital agency, consultancy, start-up or similar environment
• Strong experience of managing digital projects
• Confidence leading conversations around strategy, budgets and roadmaps
• Excellent organisational skills and attention to detail
• Commercial awareness - you understand how work translates into value and revenue
• Ability to work collaboratively across multidisciplinary teams

Experience in the arts and culture sector is a bonus, but not essential.

• Work with some of the most exciting cultural organisations in the UK and North America
• Be part of a growing North American team, shaping how we work in this region
• Have real impact on client relationships, strategy and outcomes
• Work in a team that genuinely cares about the sector and the work we do

We’re a purpose-driven team, who are B-corp accredited, that values creativity, openness, and continual improvement. We believe in creating work we’re proud of and supporting each other to grow along the way. You’ll have the chance to work with some of the most inspiring arts and cultural organisations, contributing to meaningful projects that make a real impact.

• We operate a flexible, hybrid working model that supports autonomy and work-life balance. 
• We have enhanced time off policies too with a focus on parents and carers, vacation days (you’ll get 25 days, plus public holidays and you’ll never work a birthday again - because we give you that off) 
• We offer private healthcare and a monthly wellbeing allowance of $90 to spend on whatever makes you feel good (whether that be a gym membership, a meal out, or a treatment of some kind) 
• Everyone gets 6 days per year to focus on their own professional development, and a $925 budget to go along with that too. 
• We invest heavily in communication and connection through weekly mailers, and an intentional meeting cadence. We also organise and cover the cost of annual team gatherings in Ontario, and we’ll also fly you to the UK once a year to connect in person with the wider team (if you’re up for it)
• Not all benefits come in the form of traditional ‘perks’. At Substrakt, we place a strong emphasis on building the right team structure and workflows, so everyone knows what they’re accountable for and can focus on doing their best work.
• All team members have the opportunity to participate in our steering groups which aren’t just ‘nice to haves’ - they help everyone stay curious and influence the way Substrakt approaches things like Equality, Diversity and Inclusion, Internal Culture, Accessibility, AI, and Sustainability 

If this sounds like the kind of work and environment you’d thrive in, we’d love to hear from you.

Substrakt is an equal opportunities employer and we welcome applications from all suitably qualified people regardless of their ethnicity, gender, disability, religion, sexual orientation or age. We are committed to making Substrakt an inclusive and welcoming workplace for all.