Posted 1 hour ago
Customer Success Program Manager
@ 360insights
Whitby, Ontario
Overview
360insights is hiring a full-time Customer Success Program Manager to be the primary client contact for program success and satisfaction. The role runs client meetings and EBRs, manages operational requests and reporting, and coordinates with internal teams. The posting requires 3-5 years in client program management, customer success or client operations, and states an existing vacancy with bonus, stock options and benefits offered.
Pay:
$57,000–$80,000 a year
Responsibilities:
- Manage client operational requests to resolution
- Lead client meetings and quarterly or semi-annual EBRs
- Produce operational reports and performance dashboards
- Coordinate escalations and root cause analyses
Requirements summary:
- 3-5 years in client program management or customer success
- Experience facilitating client meetings
- Strong data and dashboard skills
- Familiarity with ticket or case-management systems
Tools & skills
Source and dates
Employer career site / ATS feed · rippling
- Employer posting date
- 2026-11-08
- First seen by our source
- 2026-11-08
- Source record updated
- 2026-11-08
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 3+ years |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Perks mentioned | Performance bonus, Stock or equity |
Summary and details written by AI from the posting; the employer’s posting is the authority.
360insights
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
orchestrate growth
Full company description
360insights helps companies orchestrate growth across complex go-to-market programs, partner channels, and customer engagement initiatives. Through The 360insights Platform and our Experience, Incentives, and Services Suites, we help organizations manage the programs, workflows, and experiences that drive performance across indirect sales, partner engagement, incentives, rebates, promotions, rewards, loyalty, and program operations. Our solutions bring visibility, governance, automation, and execution support to the programs brands rely on to influence behavior, improve participation, and measure results across their routes to market. Trusted by more than 330 global brands, 360insights combines platform technology, data-driven insights, and operational expertise to help businesses simplify complexity, strengthen partner and customer relationships, and turn programs into measurable growth. We’re also building a workplace where people can do meaningful work, grow their careers, and help shape the future of partner, channel, and customer engagement. Explore career opportunities: Career Opportunities at 360insights
- LinkedIn followers
- 13,480
- People associated on LinkedIn
- 643
- Reported office locations
- 300 King Street, Whitby, Ontario L1N 4Z4, CA
- 11 Timothy's Bridge Road, Stratford-Upon-Avon, England CV37 9NQ, GB
- 717 St Charles Avenue, New Orleans, LA 70130, US
- Business categories
- Software
- Enterprise Software
- SaaS
- Manufacturing
- Enterprise Software & Network Solutions
- Information Technology
- Other recorded names
- 360insights
- Specialties
- Loyalty Programs
- Spiff Programs
- Sales Incentive Programs
- Rebate Fulfillment
- Customized Channel Marketing Solutions
- Fraud Detection
- On-Demand Digital Training
- Incentive Travel
- CPQ
- Experience Marketing
- B2B Events
- B2B Rebates
- PRM
- MDF & BDF Programs
- and Driving Customer Loyalty
- Profile identifies a recruitment agency
- No
- Reported total investment
- 47,650,000
Currency and observation date were not supplied; this is not a current valuation or a funding round.
360insights helps companies orchestrate growth across complex go-to-market programs, partner channels, and customer engagement initiatives. Through The 360insights Platform and our Experience, Incentives, and Services Suites, we help organizations manage the programs, workflows, and experiences that drive performance across indirect sales, partner engagement, incentives, rebates, promotions, rewards, loyalty, and…
| Field | Value |
|---|---|
| Industry | IT Services and IT Consulting |
| Company size | 501-1,000 employees |
| Headquarters | Whitby, Ontario |
| Organization type | Privately Held |
| Specialties | Loyalty ProgramsSpiff ProgramsSales Incentive ProgramsRebate FulfillmentCustomized Channel Marketing SolutionsFraud DetectionOn-Demand Digital TrainingIncentive TravelCPQExperience Marketing |
| Open jobs on Jobsy | 9 |
| View page |
About 360insights
360insights orchestrates how brands engage and grow their complex partner ecosystems. Our unified platform brings together streamlined experiences, incentives, and services so brands can coordinate go-to-market efforts with clarity, consistency, and control. Built for organizations with indirect channels and complex global incentive programs, we are trusted by leading brands worldwide.
We believe in “Experiences that create growth. Growth that creates experiences.” Through learning and development programs and mentorship, we provide the support, tools, and opportunities you need to grow and succeed as an Insighter.
We welcome talent from all backgrounds and are committed to equal opportunity regardless of race, religion, ethnicity, age, disability, sexual orientation, or gender identity. Accommodations are available throughout the hiring process upon request. Learn more about our DEIB vision on our website.
About the role
As the primary client contact, you play a key role in ensuring program success and high client satisfaction. This role partners closely with clients and internal teams to manage operations, proactively meet SLAs, and deliver exceptional support. Through strong relationship building, clear communication, and the use of data and industry insights, you will help clients achieve high‑performing programs. This role is well suited to someone with experience in Customer Success, Client Services, or Program Management who enjoys balancing strategy with execution.
This is an existing vacancy.
What you'll do2
Operational Management:
- Create and track operational client requests through to resolution
- technology requests with technical services/application support teams
- client support requests with VIP / client support teams.
- Include training and follow up on requests as needed
- Oversee program intake processes for new and existing clients.
- Deliver regular operational reporting (ad-hoc, automated, and dashboarding).
- Monitor program metrics and performance with analysis
- Handle marketing requests and provide VIP/client support.
- Support implementations, including training and follow-up.
- Manage risk and compliance tasks, ensuring all processes are followed.
Client Engagement:
- Lead client meetings - regular client meetings and EBRs quarterly or semi-annually as per client requirements.
- Develop and maintain regular touchpoints with clients to deliver key performance metrics and operational updates.
- Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.
- Advise clients on how to best leverage the 360 technology.
Collaboration:
- Participate in discussions regarding integrations, data feeds, APIs, and SFTP sites.
- Collaborate with internal teams to champion client programs and advocate for client enhancement requests.
- Facilitate regular meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities.
- Support the Customer Care team with training and collaboration, maintaining a regular training cadence.
- Collaborate with sales for support and reporting on client needs.
Training and Documentation:
- Develop, implement, and maintain internal and external training materials and user guides.
- Manage handoff documentation and maintain business requirement documentation and SOWs.
- Maintain internal client SharePoint folders and internal Confluence pages.
Data Analysis and Reporting:
- Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
- Analyze and recommend changes based on lessons learned.
- Maintain weekly operational reporting dashboards focused on key health metrics.
- Monitor SLAs and review operational reports to proactively address client issues.
- Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program.
Escalation Management:
- Provide operational oversight for client escalations and necessary data.
- Collaborate with internal teams on operational data for escalations.
- Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.
What you'll bring
- 3–5 years’ experience in Client Program Management, Customer Success, or Client Operations
- Experience facilitating client meetings
- Strong client service skills and a professional, calm approach
- Confidence working with data, dashboards, and operational reporting
- Proven ability to manage multiple workstreams and competing priorities
- Experience coordinating across teams without formal authority
- Strong written and verbal communication skills
- Comfortable handling conflict and escalations constructively
- Familiarity with ticket or case‑management systems
- Ability to work independently in a fast‑paced environment
In addition to base salary we offer bonus, stock options plus a wide range of benefits.
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