Client Success Manager

We are OneTEAM Sports Group, Canada’s largest and most trusted provider of sports equipment, branded apparel, and custom accessories. For more than 30 years, our expertise and coast-to-coast infrastructure has been outfitting and supporting athletes, teams, organizations, and communities across the country. To us, sports are a way of life. This belief, and the values that come with it, guide us every day.

We’re looking for a Client Success Manager to join our team in the Greater Toronto Area (GTA). The Client Success Manager will manage and grow key client relationships throughout the GTA, ensuring our clients receive an exceptional experience while identifying opportunities to strengthen and expand our partnerships. You’ll work closely with our Sales, Marketing, Operations, and Purchasing teams and act as an important connection between our clients and OneTEAM.

For someone with the right ambition and drive, this role also offers an opportunity to grow into broader sales and account leadership responsibilities within OneTEAM.

Responsibilities

• Serve as a trusted advisor, developing a deep understanding of client goals and aligning company solutions to meet their evolving needs.
• Onboard and nurture client relationships, ensuring a smooth transition from implementation to long-term partnerships
• Coordinate RFP creation and submission
• Lead contract creation and management
• Maintain and enforce client brand standards, including branding manuals, logos, and related assets
• Drive client retention and satisfaction through proactive engagement, strategic communication, and ongoing business reviews
• Cultivate partnerships between clients and premium sports and apparel brands to enhance visibility and collaboration
• Monitor client health metrics to identify opportunities for growth, renewal, and early intervention for at-risk accounts
• Collaborate with account managers to identify and execute upsell and cross-sell opportunities including samples, team websites, event calendars, and promotional campaigns.
• Lead Quarterly Business Reviews with top clients to highlight ROI, celebrate success and identify future growth opportunities
• Effectively manage order escalation and resolutions for clients, ensuring prompt communication and satisfaction
• Recognize and celebrate client milestones and achievements to strengthen engagement and loyalty
• Partner cross-functionally with Operations, Purchasing and Marketing to enhance processes, improve product offerings, and elevate market position
• Partner closely with Marketing to expand social media presence and co-branded initiatives with strategic clients
• Drive improvements in Net Promoter Score (NPS), client retention and repeat purchase metrics
• Conduct annual client reviews to assess key performance indicators and identify areas for improvement
• Serve as a client advocate across all departments, ensuring client feedback informs business strategy and process improvements
• Attend tradeshows, AGM’s and industry conferences to strengthen relationships and generate new business opportunities
• Develop and distribute client surveys to gather actionable feedback post-delivery
• Utilize NetSuite to monitor client engagement, feedback and satisfaction metrics
• Provide regular reporting on account performance, retention trends and client sentiment
• Contribute to the development and refinement of scalable systems, tools and best practices for client success
• Other duties as assigned by management

Requirements:

• Experience in sales, account management, client success, customer service, or relationship management.
• A strong connection to sports, whether through playing competitive sports, coaching, volunteering, working within the industry, or being actively involved in the sports community.
• An outgoing, confident communication style and the ability to establish credibility quickly.
• A client-first mindset with strong relationship-building skills.
• A proactive, solutions-oriented approach and a willingness to take ownership.
• Strong organizational, follow-up, and time-management skills.
• The ability to manage multiple clients, priorities, and deadlines without losing attention to detail.
• The confidence to identify opportunities and initiate conversations that can grow a client relationship.
• A collaborative approach and ability to work across multiple internal teams.
• Flexibility to attend games, client events, trade shows, and other activities outside standard business hours when required.
• A valid driver’s licence and reliable access to a vehicle for travel throughout the GTA.
• Experience with Microsoft Office and Microsoft Teams.
• Experience with NetSuite is an asset.

OneTEAM Sports Group offers a competitive compensation package including benefits, and a fun yet challenging work environment. If you are interested in joining our team, please submit your resume.

While we appreciate the interest of all applicants, only those under consideration will be contacted for an interview. Thank you for your interest in OneTEAM Sports Group!