Manager, Client Services

Manager, Client Services & Key Accounts

Team: Sales & Growth

Location: Barrie or Waterloo, Ontario (regular travel across SafetyCo Training Centres)

Type: Full-time, Permanent

Why This Role Exists

SafetyCo is growing fast — and so are our client expectations. The Manager, Client Services & Key Accounts leads our Client Services team across multiple locations, elevating service standards, accelerating revenue from key accounts, and ensuring every client experiences our "Power of One" promise: one team, one system, one standard across the Total Safety Spectrum.

What You'll Do

Lead & Coach a Distributed CX Team

Coach, develop, and performance-manage Client Experience Managers (CEMs) across Training Centres; set clear goals, run weekly 1:1s, and provide consistent feedback and coaching.
Standardize playbooks, talk tracks, and SLAs for inquiries, proposals, bookings, and post-training follow-ups.

Drive Key Account Growth & Business Development

Build and execute account plans for top clients (renewals, cross-sell, upsell across Training, Consulting, Safety Officers, and Rescue).
Conduct onsite client visits, quarterly business reviews (QBRs), and executive reviews.
Partner with Marketing and Technology teams on targeted campaigns (industry verticals, recertification windows, multi-location programs).
Personally manage a focused portfolio of strategic accounts and "lighthouse" opportunities.

Elevate Client Experience & Outcomes

Ensure fast, consistent responses to all client inquiries; manage escalations and recovery with care and accountability.
Implement proactive recertification journeys and reminders; close compliance gaps before expiry dates.
Collect and act on client feedback (including NPS) to continuously improve training experiences and outcomes.

Operate the Engine: Pipeline, Process & Reporting

Own team dashboards and weekly reviews for Customer Satisfaction, Lead Conversion, Response Time, Recertification Compliance, and Retention - scaled from the CEM role's success metrics.
Forecast demand and capacity with Scheduling and Training Centre Leads; track fill rates and cancellations.
Ensure excellent CRM hygiene, accurate quoting, and smooth handoffs to delivery teams.
Partner cross-functionally (Marketing, Finance, Operations) to remove friction and enhance the end-to-end client journey.

Travel

Visit SafetyCo locations and key client sites on a regular cadence to coach in person, host reviews, and deepen relationships (valid driver's license required).

What You Bring

5+ years in client experience, inside sales, or account management.
2+ years leading a customer-facing team (multi-site experience preferred).
Proven success in key account growth (renewals, cross-sell, multi-site rollouts) and comfort presenting to executive audiences.
Process-driven operator with strong coaching skills; you build repeatable systems and raise the floor.
CRM fluency (Zoho, Salesforce, HubSpot, or similar), data-driven mindset, and clear written/verbal communication.
Ability to travel regularly across Ontario; valid driver's license required.

Nice to Have

Experience in health & safety, training, or professional services.
Experience building playbooks, SLAs, and scorecards across distributed teams.

Job Types: Full-time, Permanent

Pay: $60,000.00-$75,000.00 per year

Benefits

Casual dress
Company events
Dental care
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
Vision care