Client Success Manager (Toronto-based - Remote)

The Client Success Manager owns the relationship with our sponsors from the moment they sign through renewal, and is accountable for making sure they get a real return on their partnership with From Day One. In this role you would be the primary point of contact for a roster of sponsoring companies, learning their objectives, delivering high-touch service by email, phone, and face-to-face, and translating what each client wants into what we deliver for them on site. You would own renewal rate and client satisfaction for your accounts. Our clients experience their partnership at a live conference, which means the return they get is created on the ground — in the room we booked, at the reception we catered, on the panel their executive joined. So this role also owns the vendor side of that experience: the working relationships with our conference venues, caterers, hotels, and production vendors, the contracts and event orders those relationships produce, and the budgets built from them. Vendor relationship management is the core of the job, not an adjacent duty. To be successful in this role, you must be able to read a dense venue contract or banquet event order and say clearly what we are committing to and what it will cost; build a budget from a vendor quote that reconciles with it; and weigh a venue's list of available dates against our conference calendar, our travel patterns, and what days an audience will actually attend. You must possess a strong work ethic, along with excellent organizational and interpersonal skills. This is a remote position, and also includes regular travel to other cities for in-person events.