Director of Client Success

Are you a seasoned client relations and operations leader looking to drive growth in a dynamic creative company? Do you thrive on managing the success of client accounts, steering departmental performance, making sense of numbers, supporting and leading a team to deliver top-tier marketing solutions? If that sounds like something for you, we’d like to hear about it.

Job Description

You are needed to provide strategic oversight, legendary service, and high-level leadership to ensure exceptional experiences for various client accounts. In this role, you will direct the Account Management team with sales administration, ensuring the front-end client experience and administrative workflows operate with accuracy, accountability, and clear communication. You will interpret senior client needs, protect critical business relationships, and identify opportunities to expand KB Media products and services across all departments. The Director of Client Success reports directly to the COO and the CEO.

You will act as the vital bridge between clients, sales, design, production, and digital marketing teams to ensure seamless project handoffs. This role demands an acute awareness of department capacity, timelines, budgets, and overall workflow scalability. As an ideal candidate, you are an experienced leader and self-starter who thrives on problem-solving in a fast-paced environment. You bring innovative, system-driven ideas to the team while successfully managing conflicting high-stakes priorities and maintaining a culture of accountability.

In your role as Director of Client Success, you will be responsible for:

  • Strategic Account Management: Serving as the senior contact for key accounts to protect relationships, support retention, and identify expansion opportunities.
  • Team Leadership & Performance: Managing, guiding, and coaching the Sales Administration Team, setting clear priorities, and monitoring workload capacity.
  • Workflow Oversight: Overseeing the administrative flow from sales opportunity to confirmed order, ensuring data integrity within the CRM and workflow systems.
  • Quality & Communication Standards: Establishing and maintaining company standards for professional client communication, response times, and follow-up.
  • Internal Collaboration: Partnering with design, production, digital, and accounting teams to ensure complete project information is captured before execution.
  • Revenue & Sales Support: Meeting high-level targets, writing major proposals, and traveling for key sales meetings or trade shows when required.
  • Operations Alignment: Participating in leadership meetings to align client experience strategies with overall company operations and procedures.

Requirements

The ideal candidate who will be most successful in this role has:

Skills & Attributes

  • Fluent bilingual (English and French) proficiency in both verbal and written format.
  • A G-class driver’s license and access to a personal vehicle.
  • Strong organizational skills with an acute attention to detail.
  • Capable of working as part of a team and executing autonomously.
  • Ability to promote company products and services.
  • Demonstrated ability to network and acquire new clientele.
  • An existing client list and a solid network is a strong asset.
  • Excellent active listening and interpretation abilities.
  • Proven passion for mentoring and developing talent, instilling high standards for customer support, proactive problem-solving, and service excellence.
  • Is confident and goal-oriented.
  • Knowledge in any or all of the following industries: print, wide format graphics, signage, web, multimedia production, design, creative services, marketing, and communications.
  • Proficiency with accounting and finance software such as QuickBooks (or similar).
  • Proficiency with Microsoft 365 and/or Google’s Workspace Suite.
  • A basic proficiency in any of the Adobe Creative Suite/Creative Cloud applications is a strong asset.

Experience

  • Minimum 2 years of experience working in one or more of the following industries:
    • Offset and digital printing.
    • Web development.
    • Large format printing.
    • Design, marketing, communications, and general creative services.
  • Minimum 5 years of leadership and management experience in sales, account management, or client success roles.

Education

  • Diplomas, degrees, or certifications in any of the following areas of study: Marketing, Communications, Advertising, Design, Web Development, Business, and Administration (or other related field of studies).

Position

Full time, permanent.

Work Location

You will be working from our headquarters office, located in Casselman Ontario. You will have the flexibility to work from home when needed and you may be required to attend our Ottawa, Gatineau, Montreal, or Toronto offices on special occasions for meetings with clients.

Compensation

$60,000 / year base plus performance-based bonus.

What we offer you:

  • Group insurance & health benefits.
  • Mental health and wellness Employee Assistance Program.
  • Group Retirement Savings Plan contribution.
  • Profit sharing bonus program.
  • Travel cost reimbursement for business related trips, training, and meetings.
  • Company discounts.
  • A flexible work environment within a growing company.
  • Advancement opportunities: We believe in an open work environment that allows you and your team role to evolve as your strengths emerge and experience grows.
  • Annual company retreat.

About KB Media

KB Media is a leading media solutions company supplying full service experience in the areas of design & branding, marketing & communications, print media, promotional items, signage & wraps, websites & hosting, photography & video, and special event coordination.

With its headquarters located 25 minutes East of Ottawa and offices in Ottawa, Montreal, and Toronto, KB Media assists various companies with the management and strategy of their corporate branding programs. Few companies are in a position that allows them to dedicate an experienced team of designers, project managers, production artists, and consultants to this task.

As a team of experts with over 30 years of experience, KB Media provides comprehensive services that allow its clients to accomplish their branding objectives effectively. Striving to develop long-term relationships with clients by providing unparalleled service and expertise, KB Media recognizes that performance that continually meets and exceeds client expectations is the key to achieving that goal.

How to Apply

To be considered for this role, please send a PDF of your resume and cover letter (as a minimum, your cover letter must be submitted in French and English) by email to careers@kbmedia.ca. Please explain your experience and why you think you are the right candidate. We thank all applicants, but only those who qualify and who are selected for an interview will be contacted.