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About the Role

The Associate Director, Client Success is a leadership role focused on driving client retention, expansion, and growth within WES's portfolio of academic, government, and regulatory partners in the United States. This strategic role manages over 7,000 client accounts, focusing on renewals, deepening engagement, and increasing volumes through upsell and cross-sell strategies. The position acts as the external face of WES and an internal driver of execution, managing a team of Client Success professionals.

Responsibilities

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
Lead, coach, and provide for developmental opportunities for team. Set clear expectations and provide resources for support to ensure optimum performance

Requirements

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

Skills

Client Success
Account Management
Revenue Growth
Salesforce CRM
Data Analysis
Performance Reporting
Strategic Planning
Team Leadership
Client Relationship Management
Cross-functional Collaboration

Location

Remote - Canada

Work Type

Remote

Experience Level

8+ years of experience in client success, account management, or revenue-focused roles
3+ years of experience leading and developing high-performing teams

Education Level

Bachelor’s degree in business, public administration, education, or related field
Master’s preferred

Salary/Compensations

$102K - $131K CAD

Benefits

Access to learning opportunities
Pathways for personal and professional development
Recognition of achievements
Remote work options
Flexible scheduling
Generous time-off policies
Comprehensive wellness programs
Competitive compensation
Comprehensive benefits
Tangible rewards
Comprehensive training programs
Tuition reimbursement opportunities

About the Company

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.
Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale.
From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, WES partners with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change.
Together with its partners, WES enables people to learn, work, and thrive in new places.

Equal Opportunity

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 is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.
This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits.
We comply with all applicable federal, state, and local anti-discrimination laws.
For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential.
We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints.
At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel.
We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply.
If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org, we're here to support you.
Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.