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About the Role

This is a P&L leadership role managing a multi-million-dollar portfolio and leading the team that protects it. You will report directly to the VP of Cleaning Operations & Client Services, acting as their second-in-command. This position is responsible for fixing at-risk accounts and turning around underperforming accounts on margin, operating as a business leader within the cleaning industry.

Responsibilities

• Own the complete account management function for the enterprise portfolio, including client relationships, renewal strategy, and profitability.
• Lead formal business reviews and engage with VP and C-level client stakeholders.
• Drive growth within existing accounts by identifying opportunities for expanded scope and services.
• Lead, coach, and develop Account Managers and Quality & Service Specialists.
• Set performance standards and conduct meaningful coaching and development conversations.
• Assist with recruiting, onboarding, and team development.
• Manage the renewal pipeline proactively.
• Monitor labor, materials, delivery costs, and margins.
• Partner with executive leadership on growth strategies.
• Maintain a real-time understanding of account health, quality, and service performance.
• Conduct site visits to assess account status.
• Oversee the onboarding of new contracts and major implementations.
• Report on performance, retention risk, and team effectiveness.
• Collaborate with the VP on strategic initiatives and business scaling.
• Identify and implement process improvements.

Requirements

• 7–10 years in commercial cleaning, facility services, or a related service-based industry.
• 3–5 years leading teams and client portfolios at the Director, VP, or executive level.
• Strong financial acumen, including gross profit, margin, and operational cost understanding.
• Sharp negotiation and conflict-resolution skills.
• Ability to manage multiple priorities effectively.
• Experience with CRM/service platforms (e.g., BrightGo, HubSpot, Mero) is a plus.
• Industry certifications (e.g., CIMS, ISSA) are a plus.
• Owns outcomes and demonstrates agility when facing change.
• Acts as a true partner to the team and clients.
• Proactively seeks to improve processes.
• Demonstrates persistence and consistency in performance.

Skills

• Account Management
• Client Relationship Management
• Renewal Strategy
• Profitability Management
• Team Leadership
• Coaching and Development
• Revenue Growth
• Operational Excellence
• Financial Acumen
• Negotiation
• Conflict Resolution
• Strategic Planning
• Process Improvement

Location

• Office-based
• Frequent travel to client locations

Work Type

• Full-time
• Hybrid

Experience Level

• Director
• VP
• Executive

Salary/Compensations

• $100,000–$120,000
• 15% bonus tied to gross profit expansion
• Company performance modifier
• Car allowance

Benefits

• Group health benefits

About the Company

• Impact Cleaning Services has over 70 years of experience in commercial cleaning and facility services.
• The company has grown from an 8-figure to a 9-figure business while maintaining its core values.
• Impact is family-owned, without outside capital or private equity influence.
• The company has a high employee NPS of +52 and low turnover compared to the industry average.
• Impact prioritizes hiring for character and invests in employee development.
• The company values ownership, honesty, and caring employees.

Equal Opportunity

• Impact is an equal opportunity employer. All applicants will be considered for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
• Impact is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).