Assistance Vice President of Client Success in Toronto

Bespoke Metrics is a rapidly growing data analytics company revolutionizing risk management in the construction industry. Founded in 2016 and headquartered in Toronto, we have quickly expanded to over 80 employees and have built a strong client base across North America. Our flagship product, COMPASS, is a leading cloud-based platform designed to optimize subcontractor risk management. Through standardized prequalification, intelligent data collection, and seamless ERP integrations, we empower construction stakeholders to make smarter, data-driven decisions across the supply chain.

About the role: We are looking for a highly motivated Assistant Vice President of Client Success to support our continued expansion in North America. This is a high-impact role focused on building and nurturing strong, long-term relationships with COMPASS clients. You will serve as a trusted partner ensuring clients feel supported and confident in their use of our platform. Your role includes owning the onboarding journey, maintaining regular and meaningful engagement with key accounts, and acting as a critical liaison between clients and our internal teams. Your success will drive user satisfaction, retention, and strategic alignment—laying the foundation for long-term client growth. This role is based in our downtown Toronto office. While regular in-office presence is expected 4 days a week, we offer a flexible work-from-home policy with manager approval.

Key Responsibilities:

• Own the end-to-end onboarding process for new clients, including setup, integration coordination, and comprehensive training.
• Lead client-facing implementation of initiatives across organizations of varying complexity and size.
• Cultivate strong, lasting client relationships through regular calls, video meetings, webinars, emails, and tailored documentation.
• Act as the main point of contact for client questions and technical issues, ensuring prompt and effective resolution.
• Serve as a strategic partner to clients—understanding their evolving needs and guiding their long-term success with COMPASS.
• Collaborate cross-functionally with internal teams in your region to align efforts, share insights, and support client outcomes.
• Partner with the Product team to convey client feedback and advocate for key enhancements and improvements.
• Identify opportunities to expand COMPASS value within existing accounts by supporting adoption and reinforcing use cases.

Qualifications:

• Bachelor's degree from a recognized college or university.
• Minimum of 3 years of experience in a Client Success, Onboarding, or Customer Experience role.
• Excellent written and verbal communication skills.
• Strong ability to manage multiple client relationships and prioritize effectively under pressure.
• Demonstrated problem-solving skills and experience working with cross-functional teams.
• Background in construction and/or SaaS is a plus.
• Proficient with MS Office, Google Workspace, and CRM systems (e.g., Salesforce).

What We Offer:

• Early involvement in a high-growth company with ambitious expansion plans.
• Collaborative and inclusive team culture with flat hierarchies and quick decision-making.
• Transparent leadership that shares the company’s roadmap, vision, and strategy.
• Autonomy and trust to make decisions that drive client success.
• Regular team-building events and company socials.
• Opportunity to work closely with major General Contractor clients across North America.
• 15 days of vacation per year.
• Comprehensive health and dental benefits that begin right away.

We are committed to providing an accessible, equitable, and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require accommodation please let us know, we will work with you to meet your needs.