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About the Role

Manage a team of Client Success ICs, driving performance through regular check-ins and team meetings focused on workload, KPIs, and impact. Partner across Client Success, Technology, and Sales to deliver high-quality service to Indeed’s PPC advertising clients within a global, metrics-focused environment. Coach through client engagements, elevate best practices, and continuously raise the bar on quality and outreach standards. Hold the team accountable to documentation, SLAs, quality benchmarks, and KPI outcomes, proactively addressing risks and celebrating success. Leverage data to guide prioritization and resource allocation, maximizing productivity and informing decision-making. Collaborate with Sales leaders on account strategy and revenue retention, reinforce training and skill development, and deliver clear, data-backed business updates to leadership. Model transparency, urgency, and solutions-oriented leadership during periods of change.

Responsibilities

Manage hiring, onboarding, coaching, performance management, and equitable growth opportunities for the team.
Drive team KPI attainment, retention, and client outcomes by monitoring books of business and addressing opportunities and risks.
Coach trusted-partner behaviors and guide identification of retention and expansion opportunities aligned to revenue goals.
Support escalation management with responsiveness and professionalism, providing technical guidance through proven product/process expertise.
Refine processes using internal and client feedback, surfacing insights and involving collaborators to improve service delivery.
Contribute to workflow evolution by identifying product and process gaps and aligning the team to company and CS priorities.
Foster an inclusive culture, celebrate wins, champion belonging, and model kindness, responsiveness, and reliability.

Requirements

Requires a minimum of 10 years of related experience; or a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience.
People management experience.
Learns rapidly and demonstrates strong technical aptitude.
Communicates clearly and effectively in both written and verbal interactions, listening with intent to gain insight and support others.
Demonstrates strong relationship management and churn prevention skills, with the ability to engage clients on new products and features.
Ability to work under pressure while organizing and prioritizing competing responsibilities.
Proven ability to adapt and navigate change with a positive attitude while building strong partnerships with internal stakeholders and clients.
Candidates must be at Team Lead or Manager level.
Candidates must have spent at least 6 months in their current role.
Candidates must not be on an active formal performance improvement plan (PIP) or have an active written warning on their file at the time of application.
Applicants must be authorized to work in country where we are hiring.

Skills

Technical aptitude
Clear and effective written and verbal communication
Active listening
Relationship management
Churn prevention
Client engagement on new products and features
Adaptability
Prioritization
Process refinement
Data analysis

Location

Canada

Work Type

Full-time

Experience Level

10+ years related experience
8+ years related experience with Bachelor's degree
6+ years related experience with Master's degree
3+ years experience with PhD
People management experience

Education Level

Bachelor's degree
Master's degree
PhD

Salary/Compensations

102,000 - 152,000 CAD per year

Benefits

Quarterly bonuses
Restricted Stock Units (RSUs)
Paid Time Off (PTO) policy
Region-specific benefits

About the Company

As the world’s number 1 job site, our mission is to help people get jobs.
We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves.
We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

Equal Opportunity

Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized.
We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
Indeed provides reasonable accommodations to qualified individuals with disabilities in the employment application process.
Inclusion and belonging are fundamental to our hiring practices and company culture, forming an integral part of our vision for a better world of work.
At Indeed, we’re committed to the wellbeing of our employees and on a mission to make this the best place to work and thrive.
We believe that fostering a diverse and inclusive environment where every employee feels respected and accepted benefits everyone, fueling innovation and creativity.
We value diverse experiences, including those who have had prior contact with the criminal legal system.
We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.
Those with military experience are encouraged to apply.
Equivalent expertise demonstrated through a combination of work experience, training, military experience, or education is welcome.