Manager, Client Success

Verndale is a digital experience agency dedicated to driving growth by helping businesses create meaningful human connections in an increasingly digital world. With offices in Boston, Montreal, Los Angeles, Quito, and hubs across the Americas, we partner with marketing and technology leaders to deliver personalized web, mobile, and ecommerce solutions that elevate customer experiences.

At Verndale, we thrive on collaboration and innovation, offering a full range of services that span strategy, design, development, personalization, SEO, analytics, and digital advertising. We celebrate diversity and inclusion, striving to create a climate of respect essential for both individual and company success.

If you're ready to be part of a passionate team dedicated to making an impact and driving growth, we invite you to explore a career at Verndale.

About The Role

We're looking for a Manager, Client Success to help lead and grow relationships with clients across Verndale's portfolio.

Client Success at Verndale is responsible for two outcomes: driving revenue growth within existing accounts and ensuring clients have a consistently excellent experience working with Verndale.

In this role, you'll work closely with clients and internal teams to keep initiatives moving, identify opportunities for growth, and ensure clients get meaningful value from their partnership with Verndale.

This role is ideal for someone who enjoys building relationships, coordinating across teams, and helping clients achieve their goals while contributing to the growth of the account.

This role requires 25%-50% travel to client sites and meetings across the U.S. and Canada.

Responsibilities

• Manage a portfolio of client accounts. Portfolio size is determined by a combination of revenue, strategic importance, stakeholder complexity, and growth opportunity.
• Maintain account health, retention, and client satisfaction.
• Serve as the day-to-day relationship lead across active engagements.
• Support account planning and identify opportunities for expansion.
• Ensure client priorities remain aligned with business objectives and Verndale commitments.
• Identify opportunities for additional services and solutions.
• Support upsell and cross-sell conversations within assigned accounts.
• Help develop account plans that align client goals with Verndale capabilities.
• Collaborate with internal teams to shape proposals and recommendations.
• Maintain awareness of client priorities and emerging business needs.
• Help ensure the client experience feels organized, proactive, and consistent.
• Coordinate key client interactions across the Verndale team to ensure clients experience Verndale as one team.
• Help maintain alignment between client expectations and Verndale's commitments.
• Identify communication gaps, stakeholder concerns, and account risks early.
• Escalate client concerns and issues through the appropriate channels when needed.
• Build strong working relationships with client stakeholders.
• Participate in strategic conversations and planning discussions.
• Serve as a reliable, responsive point of contact.
• Help clients navigate priorities, timelines, and evolving business needs.
• Build credibility through consistency, responsiveness, and follow-through.
• Monitor account performance, forecasts, and delivery progress.
• Support renewal discussions and account planning efforts.
• Maintain visibility into account priorities and financial performance.
• Ensure follow-through on client commitments and action items.
• Foster strong collaboration across Verndale teams.
• Share ideas and best practices that improve client outcomes.
• Contribute positively to team culture and performance.
• Support continuous improvement across the Client Success organization.

Qualifications

• 5-8 years in Client Success, Account Management, consulting, agency, technology, or professional services environments.
• Experience managing portfolios of clients focused on digital services and/or eCommerce solutions, including web, platform, or commerce implementations with technologies such as Sitecore, Contentstack, Webflow, Optimizely, Shopify, Magento/Adobe Commerce, or BigCommerce.
• Experience supporting complex client engagements.
• Strong communication and relationship management skills.
• Comfortable coordinating across multiple teams and workstreams.
• Organized, proactive, and able to manage competing priorities.
• Bachelor's degree or equivalent experience preferred.

Ten Great Reasons to Work at Verndale

• We are a rapidly growing company that is just as scrappy and entrepreneurial today as when we were founded in 1998.
• We are relentlessly curious and enthusiastically solve our clients’ complex business problems through technology, data, and design.
• We foster a culture that enables every person in the organization to do the best work of their career.
• We offer regular training and professional development to move careers forward.
• Client and employee satisfaction are our two most important business metrics.
• We celebrate and champion diversity, equity, and inclusion.
• We offer generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
• We offer top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees’ needs.
• We support a healthy work/life balance.
• We are fully remote enabled and embrace the evolving definition of the workplace

Compensation & Benefits

In accordance with applicable law, the salary range is Verndale's reasonable estimate of the salary for this role. The actual amount may vary, based on non-discriminatory factors such as location, experience, knowledge, skills and abilities. In addition to salary, Verndale also offers a competitive benefits package.

Verndale is proud of the fun, diverse, and respectful company environment we enjoy on a daily basis. Competitive compensation and comprehensive coverage for medical, dental, life, disability and an RRSP savings plan are offered to all salaried, full-time employees. Ample company paid holidays and personal time off make having a work-life balance possible.

For some roles, remote work is a definite possibility; we believe in hiring the best and keeping our own happy and motivated.

Verndale is an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.