Client Success Manager

Role: Client Success Manager Salary: $85,000 - $100,000 CAD, plus benefits  Contract: Permanent, full-time (37.5 hours per week), flexible working Location: Remote-first within Ontario, with occasional travel for team meet ups and client activity Application Date: There is no fixed deadline; interviews will be conducted as suitable candidates apply

About SubstraktWe’re a digital partner for arts and cultural organisations. We design and build websites, develop digital products, and act as a strategic partner to help our clients connect with their audiences and grow their impact. We work with organisations across the UK, Europe and North America, from major institutions to ambitious, independent venues. We care deeply about the sector we work in. We believe digital should be accessible, thoughtful, and genuinely useful. And we believe the best work happens through long-term, collaborative partnerships.

The roleWe’re looking for a Client Success Manager to join our growing North American team. This is a pivotal role at Substrakt. You’ll be responsible for the success of a portfolio of client relationships - ensuring that our work is strategically aligned, well delivered, and continuously evolving. You’ll act as the primary point of contact for your clients, guiding them through implementations, projects and ongoing development. You’ll combine strong delivery management with strategic thinking and commercial awareness - helping clients to get the most out of their partnership with Substrakt. Internally, you’ll work closely with design, engineering and support teams - acting as the bridge between disciplines to deliver high-quality outcomes.

What you’ll be doingClient relationship ownership • Acting as the day-to-day contact for a portfolio of clients • Building strong, trusted relationships with key stakeholders • Developing a deep understanding of each client’s organisation, goals and challenges • Ensuring clear, consistent and proactive communication

Strategic guidance & roadmap development • Leading Discovery workshops for new website implementations • Delivering Strategic Reviews on existing websites and developing roadmaps for future development • Helping clients prioritise work based on impact and value • Identifying opportunities to improve performance, engagement and revenue

Project Management • Planning and delivering client projects • Working closely with design, engineering and support teams • Ensuring work is well scoped, phased and delivered to a high standard • Maintaining visibility of timelines, risks and dependencies

Commercial awareness & account growth • Owning the commercial performance of your client portfolio • Identifying and shaping opportunities for future projects • Developing scopes and proposals that reflect value and outcomes • Supporting revenue forecasting through a clear view of pipelines

Client experience & continuous improvement • Ensuring a high-quality and consistent client experience • Gathering feedback and identifying areas for improvement • Contributing to how we refine our processes, products and approach

Success in this role looks like• Strong, trusted client relationships • Work delivered on time, on budget and to a high standard • Clear, effective client roadmaps • Contribution to client retention and growth • Positive client feedback and satisfaction

How we workOur core values are: Curious, Collaborative, Smart, Playful and Inclusive • We’re collaborative, open and supportive • We value curiosity and thoughtful problem solving • We care about doing good work, not just shipping quickly • We aim to build long-term partnerships with clients and with each other