Client Success Manager

About GAM Tech

GAM Tech is a security-first Managed Service Provider (MSP) supporting small and mid-sized businesses across Canada. We are SOC2 certified and a Certified B Corporation, with our largest team at our Calgary HQ and people in nine cities across the country.

Our mission is to create fun, success, and innovation for our people and customers. We live by our core values: Teamwork, Care, Communication, Accountability, and Positive Attitude.

Position Overview

We’re looking for a Client Success Manager to own the relationship with a portfolio of our managed services clients, typically businesses with 20 to 200 users.

Our technicians fix the problems. You make sure the client is achieving what they need from their technology, understands the value they are getting, trusts us with their technology roadmap, and stays with us for the long term.

You are the person a business owner calls when they want a straight answer, and the person who notices a relationship cooling before the client says a word.

Clear, proactive communication and disciplined follow-through are essential for success in this role.

Your goal: make sure every client in your portfolio gets real business outcomes from their technology, and stays with GAM Tech because of them.

Compensation

💰 On-target earnings of $60,000 to $90,000 per year, plus bonuses

In addition to a base salary, this role is eligible for performance bonuses tied to client retention and account growth, as well as benefits and other rewards.

Final offers are based on experience and demonstrated results in account management or customer success.

Key Responsibilities

Client Relationship Ownership

• Act as the primary business point of contact for an assigned portfolio of managed services clients.
• Lead the onboarding handoff from sales to service, making sure new clients know who to call, what to expect, and what was promised.
• Run regular business reviews with client leadership, covering service performance, security posture, and a forward-looking technology roadmap.
• Build relationships beyond a single contact at each client so the account never depends on one person.

Retention & Renewals

• Own the renewal cycle for your portfolio and start renewal conversations well ahead of term end.
• Monitor client health using ticket trends, satisfaction feedback, and engagement, and act early on warning signs.
• Handle difficult conversations directly, including service concerns, price changes, and scope disputes.

Account Growth

• Identify opportunities that genuinely help the client, such as hardware lifecycle refreshes, security upgrades, Microsoft 365 improvements, and projects.
• Work with our technical and sales teams to scope and present proposals in line with GAM Tech pricing policy.
• Track the pipeline of opportunities within your portfolio and follow each one through to a decision.

Service Coordination & Escalations

• Coordinate with Service Delivery on escalations and keep the client updated until the issue is resolved.
• Resolve billing and invoicing questions with our finance and admin team.
• Bring client feedback back into the business so recurring issues get fixed at the root.

Reporting & Documentation

• Keep client records, meeting notes, and opportunities up to date in our CRM and PSA with attention to detail.
• Report on portfolio health, renewals, and growth to leadership on a regular cadence.

Qualifications & Experience

• 3+ years of experience in customer success, account management, or client services in a B2B environment; MSP or IT services experience is a strong asset.
• Experience managing renewals and recurring revenue clients, not just one-time sales.
• Comfort discussing technology and cybersecurity with business owners in plain language; you do not need to be a technician, but you need to understand what our team does and why it matters.
• Excellent written and verbal communication; you keep clients informed without being asked, and you are comfortable delivering bad news.
• Strong organization and follow-through; you manage a full portfolio of clients, and nothing goes quiet.
• Commercial awareness; you understand how retention and account growth drive the business.
• Experience with HubSpot, HaloPSA, or similar CRM and PSA tools is an asset.
• Valid driver’s license and access to a vehicle for client site visits.
• Fluency in English is required.

What We Offer

• Base salary between $60,000–$90,000, plus performance-based bonuses and benefits.
• Unlimited paid vacation; we support people taking the time they need for family and personal matters.
• Comprehensive benefits package, including health and dental coverage.
• Monthly company lunches and social events, fully paid.
• A portfolio of long-term clients and a security-first service you can stand behind.
• Fun, collaborative workplace culture focused on teamwork and continuous improvement.

Work Schedule

Full-time, Monday–Friday, based at our Calgary office, with flexibility to work from home when you need to handle things at home.

Regular visits to client sites in Calgary and the surrounding area.

Our Hiring Process

1. Apply online.
2. Complete a short personality and aptitude assessment to help ensure you’re a great fit for our awesome team.
3. Show off your personality in a short video interview.
4. Meet your future manager for a deeper conversation about client scenarios and your experience.
5. Final chat with our leadership to make sure we’re the right fit for each other.
6. Start your dream job at GAM Tech!

Additional Information

We value a diverse and inclusive workplace. If you require accommodation during the hiring process, please let us know, and we’ll ensure reasonable arrangements are made.

We appreciate all applicants for their interest; however, only those selected for an interview will be contacted.

No phone calls or website inquiries, please.