Client Success Manager

Company Overview:

Deighton Associates Ltd. is a global leader in infrastructure asset management software, dedicated to helping governments and transportation agencies make smarter, data-driven decisions. With its flagship platform dTIMS, Deighton empowers clients to manage roads, bridges, and other critical assets with precision and long-term sustainability in mind. Backed by decades of innovation and a collaborative team culture, Deighton is trusted by organizations worldwide to deliver impactful, future-ready solutions. Join a team that thrives on open communication, collaboration, and celebrating wins together—where your contributions are valued and your growth is supported every step of the way!

Job Summary:

We are looking for a highly motivated and results-oriented Client Success Manager (CSM) to own the full client lifecycle for a dedicated portfolio of accounts. This role is crucial for our growth, focusing intently on driving client value, ensuring high retention and renewal rates, identifying and securing expansion opportunities and transforming clients into vocal advocates.  The ideal candidate will have experience in B2B SaaS, preferably within the infrastructure, asset management, or enterprise software space, and possess a strong commercial acumen.  

Key Responsibilities:

1. Retention & Renewals:

• Ownership of the Renewal and Procurement Process: Proactively manage all renewal opportunities within the assigned portfolio, from initial engagement through contract execution, ensuring minimal churn and achieving a high net retention rate.
• Client Health Monitoring and Risk Mitigation: Define, track and report on key account health metrics (i.e. product usage, login frequency, support tickets, survey responses, training needs). Develop and execute tailored success plans for at risk-clients and growth plans for healthy clients.
• Value Realization: Consistently demonstrate the ROI and business value of dTIMS ecosystem to clients, aligning software capabilities with their strategic infrastructure asset management goals and priorities.
• Ownership of the Renewal and Procurement Process: Proactively manage all renewal opportunities within the assigned portfolio, from initial engagement through contract execution, ensuring minimal churn and achieving a high net retention rate.
• Client Health Monitoring and Risk Mitigation: Define, track and report on key account health metrics (i.e. product usage, login frequency, support tickets, survey responses, training needs). Develop and execute tailored success plans for at risk-clients and growth plans for healthy clients.
• Value Realization: Consistently demonstrate the ROI and business value of dTIMS ecosystem to clients, aligning software capabilities with their strategic infrastructure asset management goals and priorities.

1. Expansion & Growth
2. Client Advocacy & Relationship Management

• Expansion and Growth: Identify upsell and cross-sell opportunities: Proactively identify client needs that can be addressed by additional features, professional services, or higher-tier subscriptions.
• Business reviews: Plan and lead strategic business reviews that focus on past successes, future strategic alignment, and potential expansion paths to maximize the client’s utilization and investment.
• Collaboration: Work closely with Professional Services, Product, Operations, and Engineering to ensure a smooth hand-off and closing process.
• Expansion and Growth: Identify upsell and cross-sell opportunities: Proactively identify client needs that can be addressed by additional features, professional services, or higher-tier subscriptions.
• Business reviews: Plan and lead strategic business reviews that focus on past successes, future strategic alignment, and potential expansion paths to maximize the client’s utilization and investment.
• Collaboration: Work closely with Professional Services, Product, Operations, and Engineering to ensure a smooth hand-off and closing process.
• Executive Relationship Building: Cultivate strong, trusted advisor relationships with key stakeholders and executive sponsors within the client organization (i.e. Directors of Public Works, CTOs, Asset Managers, Pavement Engineers).
• Feedback Loop: Act as the voice of the client internally, client survey feedback, relaying product feedback, feature requests, and marketing insights to Operations, Professional Services, Product, Engineering, and Marketing teams.
• Advocacy: Drive participation in case studies, testimonials and reference calls to build a strong community of advocates.
• Use NPS (Net Promoter Score) feedback to proactively address client concerns and improve overall client experience.
• Executive Relationship Building: Cultivate strong, trusted advisor relationships with key stakeholders and executive sponsors within the client organization (i.e. Directors of Public Works, CTOs, Asset Managers, Pavement Engineers).
• Feedback Loop: Act as the voice of the client internally, client survey feedback, relaying product feedback, feature requests, and marketing insights to Operations, Professional Services, Product, Engineering, and Marketing teams.
• Advocacy: Drive participation in case studies, testimonials and reference calls to build a strong community of advocates.
• Use NPS (Net Promoter Score) feedback to proactively address client concerns and improve overall client experience.

4. Product Expertise & Education:

• Maintain a deep understanding of dTIMS ecosystem, industry, trends and the comprehensive capabilities of our software platform and its integrations.
• Guide clients on best practices and emerging use cases to ensure they are maximizing the value they derive from their subscription.
• Maintain a deep understanding of dTIMS ecosystem, industry, trends and the comprehensive capabilities of our software platform and its integrations.
• Guide clients on best practices and emerging use cases to ensure they are maximizing the value they derive from their subscription.

Qualifications & Skills:

Required:

• Bachelor’s degree in business, technology, engineering or a related field.
• 3+ years of experience in a Client Success, Account Management, or similar client-facing role, specifically within a B2B SaaS environment.
• Proven track record of meeting or exceeding net retention and renewal targets.
• Demonstrated ability to identify, qualify and execute expansion opportunities.
• Excellent verbal and written communication, presentation and negotiation skills.
• Proficiency with CRM, Microsoft Suite, Power BI, NPS/CSAT
• Ability to translate complex data into actionable insights and communicate findings clearly to both technical and non-technical audiences.
• Ability to interpret NPS data and translate insights into actionable plans that enhance retention and loyalty.

Preferred/Nice-To-Have:

• Experience with infrastructure asset management or other enterprise level software targeting government, utilities or heavy industries
• Background navigating complex sales cycles, contract and procurement negotiations with multiple stakeholders
• Expertise with customer health scoring, churn prediction, or usage analytics is a strong asset
• Familiarity with financial and technical concepts related to infrastructure lifecycle planning

Why Join Our Team?

• At Deighton, we foster a collaborative and inclusive culture where innovation, integrity and client success are at the heart of everything we do.
• We’re committed to continuous improvement and growth – both as a company and for our people -offering clear career paths, mentorship, and opportunities to work on impactful projects.
• Our mission is to empower infrastructure leaders with intelligent, data-driven solutions that improve asset performance, sustainability, and long-term planning.

What does Deighton Provide?

• Competitive compensation, vacation and personal time, group benefits
• In-house executive Chef – Lunch meals prepared and provided 5 days a week.
• A supportive team that encourages and supports professional growth.
• Located in Whitby, Ontario- Right off the 401 in the heart of Durham Region
• Company and department employee social events + gaming stations in-office
• Working on meaningful and impactful work.
• Matching Group RRSP contributions
• Roll Over Vacation
• Summer golf lessons for beginners
• On-Site parking

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.