Client Services Manager (Retention Focus)

Client Services Manager (Retention Focus)
Downtown Toronto (5 days in office – walkable from Union Station)
Salary: $50,000-$60,000
Shift: 12:30 PM – 8:30 PM (Monday to Friday)

The Company

An established global provider of HR and workplace compliance solutions is seeking a Client Services Manager to join their Toronto team. Supporting thousands of small and medium-sized businesses, the organization delivers expert advice, consulting, and innovative software to help clients manage employee relations and health & safety requirements.

This role is centred on client retention and experience. Acting as the primary point of contact for existing clients, you will focus on resolving concerns, strengthening relationships, and ensuring long-term engagement with the company’s services.

The Role
The Client Services Manager is responsible for managing a portfolio of clients with a strong focus on retention. You will handle client concerns, investigate service-related issues, and work closely with internal teams to deliver timely and effective resolutions while maintaining a high standard of service.

Key Responsibilities

• Act as the main point of contact for client enquiries and retention-related matters
• Resolve client concerns with a focus on positive outcomes and long-term relationships
• Proactively follow up with clients to gather feedback and ensure satisfaction
• Collaborate with internal teams to investigate and resolve service issues
• Maintain accurate records of client interactions and case progress
• Escalate issues where necessary to ensure timely resolution
• Deliver a professional, high-quality client experience in a fast-paced environment

What They’re Looking For

• 2+ years of experience in client services, customer success, or retention
• Strong communication skills and confidence handling challenging conversations
• Experience managing escalations or client concerns
• Highly organized with strong attention to detail
• Comfortable using CRM systems (Salesforce is an asset)
• Basic Excel skills are considered an asset

What’s on Offer

• Competitive base salary of $50,000-60,000/year, commensurate with experience
• Comprehensive health and dental benefits
• Registered Retirement Savings Plan (RRSP) matching program
• Birthday paid day off
• Downtown office location near Union Station
• Supportive, team-oriented working environment

What to Do Next?
If you’re interested in learning more or would like to be considered, please apply with your updated resume. Only qualified applicants will be contacted.

51461NC

INDCAN

Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.