Manager, Client Success

About Boldr

Boldr is a global B-Corp focused on delivering excellent client experiences while creating meaningful, dignified work opportunities in communities across the world. The company is a distributed team united by shared values and currently has a little over 1,000 team members across five countries, with a goal of growing to more than 5,000 people by 2027, or sooner.

Our values

• Building meaningful relationships begins with authenticity.
• Strong work comes from curiosity.
• Growth depends on staying dynamic.
• Bold vision paired with operational excellence drives success.
• Empathy is central to every strong partnership.

Role overview

The Client Success team helps clients get the most from Boldr’s services in a fast-moving, consultative environment. As the Manager, Client Success, you will manage strategically important accounts, work alongside Customer Experience Managers, and focus on outcomes such as renewals, expansion, adoption, and high client satisfaction. The role involves building trusted relationships with key stakeholders, uncovering growth opportunities within existing accounts, and helping clients understand the value of CX strategy and technology. You will act as a strategic advisor who understands client infrastructure, objectives, and support needs to help deliver strong and profitable customer experiences.

Location and work authorization

This position supports a client with strict data security, residency, and compliance requirements. Candidates must live in and be legally allowed to work in one of the Five Eyes countries: Australia, Canada, New Zealand, the United Kingdom, or the United States. Applicants based in Toronto, Ontario are strongly preferred. A secure home workspace that meets the client’s confidentiality and data handling standards is also required.

What you will do

• Lead renewals, account expansion, and service adoption across your assigned client portfolio.
• Support client onboarding and ensure alignment between client goals and CX/business objectives.
• Monitor client health and bring forward insights and strategies that improve customer experience.
• Help grow retention and incremental revenue from the accounts you manage.
• Show champions and executives how Boldr creates value, and identify new use cases that protect and increase revenue.
• Build credibility and trust across different levels of the client organization.
• Develop new relationships with executive decision-makers within assigned accounts.
• Use client and industry communities to engage and manage customers effectively.
• Keep HubSpot records accurate and detailed for customer activity tracking.
• Partner with Sales, Customer Experience, and Strategy teams to deliver a strong client experience and share information internally.
• Represent the client internally and share feedback on how Boldr can better support its customers.
• Work with leadership to improve the client journey.

Requirements

We’re looking for someone who is naturally curious, authentic, and comfortable operating in a fast-changing environment. You should be able to work on your own while also contributing well in a team setting, stay highly organized, and manage several priorities at once. The ideal candidate understands how client needs connect to product value, is comfortable with value-based selling, and can manage lead, contact, and opportunity data with confidence. Experience with HubSpot, Google Slides, and Google Sheets is preferred.

You must be legally authorized to work in a Five Eyes country, with Toronto, Ontario strongly preferred. You should have at least 3 years of experience in the customer experience, service, or support industry, plus at least 3 years in a quota-carrying, client-facing role such as sales, customer success, or account management. A history of consistently meeting quota and managing pipeline effectively is required, along with familiarity with CRM and ticketing tools. Strong relationship-building skills with executive stakeholders, proven success in expansion and adoption, creative and critical thinking, strong presentation ability, and the capability to manage multiple complex client journeys are also important. Technical curiosity and excellent communication skills are key, especially in phone, email, and face-to-face interactions.

What sets you apart

• Background in customer experience or support.
• Experience managing strategic service offerings that solve complex problems across multiple business units.
• Prior success selling CX services.
• Experience handling named global or large enterprise accounts.
• Work with clients in regulated or security-sensitive environments.

Additional information

This role is designed for someone who can act as a trusted advisor, help educate clients on CX strategy and technology, and contribute to both client outcomes and company growth.