Associate Director, Client Success (Remote) in Ottawa

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals.

About the Opportunity:

The Associate Director (AD) Client Success plays a critical leadership role in driving client retention, expansion, and organic growth across WES' portfolio of academic, government, and regulatory partners in the United States. This role operates as a strategic business owner, accountable for performance across a portfolio of 7,000+ client accounts, while driving renewals, deepening engagement within existing accounts, and increasing volumes through upsell and cross-sell strategies.

This position operates as the external face of WES and an internal driver of execution, while demonstrating proactive leadership, executive presence, and full ownership of outcomes, to ensure client engagements, internal deliverables, and team outputs are delivered. This AD role manages a small team of Client Success professionals while reporting to the Director of Client Success & Business Development.

What You'll Do:

• Own performance across a 7,000+ account portfolio, with accountability for retention, expansion, and organic growth.
• Develop and execute strategies to increase client volume and maximize account value within existing accounts.
• Manage portfolio performance against defined retention and expansion targets (quota), including ownership of forecasting and reporting to leadership.
• Establish segmentation and prioritization strategies to effectively manage and scale engagement across the client base.
• Serve as senior relationship owner for strategic and high-value accounts, leading complex engagements with executive presence and credibility.
• Ensure all client-facing deliverables and interactions are accurate, current, and executive-ready.
• Own resolution of complex client issues and executive-level escalations, ensuring timely and aligned outcomes.
• Own visibility into portfolio performance, including retention, volume trends, and growth opportunities.
• Architect and optimize Salesforce reporting capabilities, including tracking of margin, profitability, and financial impact across key accounts.
• Leverage data and insights to inform strategy, decision-making, and risk mitigation, ensuring strong CRM data integrity and reporting accuracy.
• Lead, coach, and develop a team of Client Success professionals, setting clear expectations for ownership, communication, and performance.
• Drive accountability, capability building, and continuous improvement across the team.
• Partner cross-functionally to align on renewals, forecasting, and expansion strategies.
• Translate client insights into actionable recommendations and drive improvements to processes, products, and client experience.

Your Experience:

• Bachelor's degree in business, public administration, education, or related field (Master's preferred).
• 8+ years of experience in client success, account management, or revenue-focused roles, with increasing scope and responsibility.
• 3+ years of experience leading and developing high-performing teams, with a demonstrated ability to drive accountability, staff development and performance.
• Proven track record of owning client retention, expansion, and portfolio growth outcomes, including accountability for revenue or volume-based targets.
• Demonstrated success managing large-scale, complex client portfolios (5,000+ accounts preferred; 10,000+ strongly preferred).
• Experience operating in a quota-driven or revenue-accountable environment, including ownership of forecasting and performance tracking.
• Strong experience with Salesforce CRM and reporting, including ability to leverage data to drive decision-making and business outcomes.
• Demonstrated experience with data analysis and performance reporting, using insights to inform strategy and optimize results.
• Proven ability to manage complex, high-profile client relationships, ideally within government, higher education, or regulated environments.
• Experience working in cross-functional, matrixed organizations, influencing stakeholders and driving alignment.
• Demonstrated ability to operate at both a strategic and execution level, translating priorities into measurable outcomes, with strong executive presence.
• Strong alignment with WES mission and values.
• Willingness and ability to travel up to 30-50% as needed.

What We Offer:

• Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide.
• You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements.
• Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options.
• Work-Life Harmony: Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments.
• Rewards and Recognition: We offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.
• Professional Growth and Development: We invest in comprehensive training programs and offer tuition reimbursement opportunities.
• Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities.
• Community and Connection: Participate in a range of activities, including employee-led resource groups, town halls, collaborative team events, and initiatives that promote equity and celebrate diversity.

Values:

• Opportunity - We open doors so people can build better futures.
• Inclusion - We become stronger, more creative, and more resilient when we embrace diversity.
• Equity - We uphold fairness and justice in our work and actions.
• Enterprising - We are resourceful, inventive, and driven.

Inclusive Recruitment Process:

We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported.

Our Commitment:

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits.

If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org.