About the role

Client Success Manager owning sponsor relationships, renewals, vendors, and event budgets for From Day One’s business conferences. Remote Toronto-based role with regular travel to in-person events.

Responsibilities

Act as primary point of contact for sponsoring clients and address questions and concerns
Onboard clients, understand their objectives, and ensure they gain value from their partnership
Deliver an exceptional post-sales customer experience that supports positive reviews and contract renewal
Manage client deliverables and information flow accurately and on time
Conduct post-event feedback calls to identify improvements and upsell or renewal opportunities
Prepare weekly, monthly, and quarterly reports, memos, emails, presentations, and other communications
Own renewal rate and customer satisfaction KPIs
Manage relationships with conference venues, caterers, AV and production vendors, and hotels
Research and evaluate venues and negotiate contracts and event orders
Read and interpret banquet event orders, venue contracts, and vendor quotes
Evaluate dates and venues based on conference calendars, attendance patterns, travel logistics, and cost
Coordinate travel, accommodation, and shipping for the team, speakers, and client materials
Resolve vendor issues on site during events
Build and reconcile event budgets from vendor quotes
Track event costs against budget and flag variances
Review invoices and contract terms for discrepancies
Maintain event cost and obligation documentation

This position requires a 4-year college/university degree at minimum
Minimum of 3 years of full-time, professional post-graduation experience
Direct experience in customer/client success, ideally in events, conferences, hospitality or sales
Demonstrated experience owning budgets, vendor quotes or contracts — building them, negotiating them, or being accountable for them being right
Quantitative grounding from coursework in economics, finance, accounting or statistics, or work involving responsibility for reconciling numbers
Background involving genuine logistical complexity, such as event or production management, hospitality or restaurant operations, travel or supply chain operations, procurement, or campaign management
Basic knowledge of business software such as MS Office products, Google For Business, or similar
Outstanding organizational and time management skills
Excellent verbal and written communications skills
Willingness to travel regularly for events

Full-time salaried position
Opportunities for regular advancement and raises
Remote position
Availability to meet stakeholders in or near the greater Toronto area if requested