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About the Role

CORA Loyalty is seeking a highly experienced Vice President, Client Services to lead the global Client Services and Account Management function. This hands-on operational leadership role focuses on client health, renewals, NRR, ARR retention, CSAT, NPS, and post-sale operational execution, ensuring seamless collaboration across departments for end-to-end client outcomes.

Responsibilities

• Develop and own the global Client Services and Account Management operating model.
• Lead global Client Services / Account Management teams as a player-coach, setting the weekly rhythm and reviewing account plans.
• Direct and hold the Head of Global Delivery accountable for launch governance, mobilisation quality, and delivery execution.
• Own core post-sale performance metrics including NRR, GRR, ARR retention, renewal performance, churn risk, CSAT, NPS, and client health.
• Establish and maintain strong account-planning discipline across the client base.
• Run a disciplined client and delivery-governance cadence, including QBRs, EBRs, and account reviews.
• Drive renewal readiness well ahead of contract dates, identifying and addressing risks.
• Ensure Client Services identifies expansion signals and works with Sales and Business Development to pursue opportunities.
• Ensure a clean handoff from Sales / Business Development into onboarding and delivery.
• Lead material client and delivery escalations with pace and control.
• Partner closely with Product, Delivery, Implementation, Support, Analytics, Finance, Legal, Sales and Business Development to ensure client commitments are realistic.
• Use client feedback and data to improve product priorities, client experience, and service design.
• Build strong reporting discipline across CRM and related operating tools.
• Recruit, develop, coach, and performance-manage Client Services and Account Management leaders.
• Create and maintain practical playbooks for account planning, client onboarding, and escalation management.

Requirements

• Highly experienced Vice President, Client Services
• Leads from the front
• Hands-on operational leadership
• Ability to run the operating rhythm
• Ability to enter difficult client situations
• Ability to coach account teams directly
• Ability to challenge weak account discipline
• Ability to make client governance visible, measurable and accountable
• Ability to own end-to-end client outcome
• Ensures Client Services, Account Management, Delivery, Product, Support, Finance, Legal, Sales and Business Development operate as one post-sale system.

Skills

• Client Services
• Account Management
• Operational Leadership
• Governance
• Delivery Management
• Client Health
• Renewals
• NRR
• ARR Retention
• CSAT
• NPS
• Reporting
• Coaching
• Performance Management
• Commercial Judgement
• Operational Execution

Location

• Canada

Work Type

• Professional (Fixed Term)

Experience Level

• Vice President
• Highly experienced

About the Company

• Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services.
• Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.”
• We are committed to technology, product innovation, quality, and exceptional customer service.
• Jonas Software supports over 60,000 customers in more than 30 countries.
• We employ over 6,000 skilled professionals, including industry experts and technology specialists.
• Across our broader network, we support a global workforce of more than 30,000 employees.
• Headquartered in Canada, Jonas Software has a global footprint with offices around the world.
• We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.