Client Success Manager

Company Description

Rivercity Technology Services Ltd. is a Saskatoon-based managed IT company supporting owner-operated businesses across Saskatchewan. For over a decade, builders, trades, logistics companies, nonprofits and professional services firms have counted on us as their outsourced IT department: IT support and help desk, cybersecurity, cloud and email, backup and disaster recovery, business phone systems and IT consulting.

We stay with our clients for the long haul, with proactive support and predictable flat-rate billing. We take the work seriously and ourselves a little less so.

Role Description

The Client Success Manager is a full-time, on-site role in Saskatoon, reporting to the CEO. You'll be the person our clients know and trust most at Rivercity.

You'll look after our relationships with about 50 managed IT clients. Our technicians keep their systems running. You make sure every client feels heard, understands the value they're getting and wants to stay with us for years.

This is a senior, client-facing role with real responsibility. You'll lead the conversations, not just set them up.

What You'll Do

• Build real relationships with every client through regular phone calls and in-person visits
• Lead business reviews with owners and leadership teams: prepare them, present them and follow through on every action item
• Be the first call when something isn't right. Listen, understand what the client needs and work with our team to make it right
• Plan ahead by keeping a clear picture of every client's health, upcoming renewals and business changes
• Handle sensitive conversations like price or service changes with care, in person or by phone
• Spot new ways to help and partner with our Director of Sales to bring them forward
• Guide new clients through onboarding, from kickoff to go-live
• Keep it documented with accurate notes and follow-ups in our CRM so nothing falls through the cracks

Qualifications

• 3+ years managing business (B2B) client accounts in account management, customer success or a similar role, including renewals
• Comfort presenting to business owners and senior leaders
• Strong listening and communication skills, on the phone, in person and in writing
• Excellent organization and follow-through
• Curiosity about technology and the ability to explain it in plain language. We'll teach you the technical side
• A valid driver's licence and a reliable vehicle (you'll visit clients regularly)

Bonus If You Have

• Experience at an MSP, IT services or SaaS company
• Familiarity with a CRM or PSA (Zoho, Hubspot, HaloPSA, ConnectWise or similar)

A quick note: this isn't an entry-level role. If you haven't managed business client accounts before, it won't be the right fit, but we post other openings regularly.

Why Join Us

• You're the face of Rivercity to every client we have. This seat matters
• Weekly one-to-ones with the CEO while you settle in
• Real backup from our CTO and Director of Sales on technical and commercial calls
• A company card for client coffees and lunches
• A tight-knit local team where you're a name, not a number

Benefits

• 30 days (six weeks) of paid time off every year. Yes, really
• Health, dental and vision coverage (50% employer-paid)
• Health Spending Account ($500/year) plus Wellness Spending Account ($250/year)
• RRSP matching up to 5% of your salary
• Free parking at Innovation Place

How to Apply

Apply here on LinkedIn. If you’re shortlisted, we’ll ask for a short note (a few sentences is plenty) about a client relationship you helped turn around: what went wrong, what you did and how it ended.