We are an IT solutions company at our core with an approach that has enabled a low to no customer churn record. Clients reviewing their experiences with us consider our approach as solution-driven and customer-focused. We offer a blend of standard cloud solutions services, custom application designs, and productivity solutions, all of which leverage the Microsoft 365 toolset.
Who we are
Role summary
The Customer Success Lead plans, organizes, directs, controls and evaluates client-service operations, ensuring service quality and client satisfaction. Reporting to the COO, the role leads a team supporting acquisition, onboarding, projects, support engagements and recurring services. The Lead works with Sales, Finance, Product Development and delivery teams to translate client needs into coordinated action, clear communications and reliable follow-through.
Key responsibilities
- Develop and implement operating policies, procedures, priorities and service standards. Hire, train and supervise staff within delegated authority; assign work, balance workloads and maintain coverage. Coach employees and associates, identify development needs, review work quality and assist with administrative or technical problems affecting client service.
- Develop client action plans and provide service-management expertise in response to client needs. Support acquisition by gathering requirements and coordinating enquiries with Sales. Advise project teams and identify additional opportunities through existing-client calls, renewals and reviews. Represent the company in relevant business and industry organizations when authorized.
- Direct onboarding from acquisition or agreement acceptance through service readiness. Coordinate kickoff meetings and Sales-to-delivery handovers; confirm scope, contacts, responsibilities, timelines and dependencies. Track actions to completion, resolve gaps with project and support teams, and evaluate onboarding against the agreed client-service plan.
- Plan, administer and control assigned budgets for projects, contracts, equipment and supplies. Monitor expenditure and resource requirements within approved limits. Oversee standard quotations using approved pricing and templates; coordinate contracts, agreements and RFQ/RFP inputs, deadlines and reviews. Refer non-standard terms and commitments for authorized approval.
- Direct development and implementation of service-quality assessment strategies. Run client status calls covering project and support progress, commitments, risks and next steps. Gather feedback and evaluate satisfaction; coordinate escalation owners and corrective actions, keep clients informed, and track resolution without making unapproved commercial or delivery commitments.
- Direct recurring-service administration, including licence renewals and changes. Maintain renewal dates, client contacts and follow-up records; coordinate approvals with Sales, Finance and service owners. Ensure renewal communications, licence change notices and service disruption notices are accurate and timely, and track outstanding client actions.
- Oversee client and billing enquiries. Investigate questions using agreements, quotations, licence and service records; coordinate clarification and resolution with Finance and delivery teams. Keep clients informed, track closure and identify recurring issues. Invoice adjustments, credits, refunds and payment-term changes remain subject to approval by the authorized function.
- Advise Product Development using structured client and industry insights, recurring needs, service issues and product gaps. Direct implementation of approved product and service playbooks through team workflows, templates, training and handovers. Monitor adoption, document exceptions and recommend improvements without promising unapproved roadmap features or release dates.
- Exercise budget, hiring and commercial authority only within delegated limits. Escalate decisions outside those limits to authorized approvers and obtain required approvals before issuing commitments or changing commercial terms.
What you bring
- Related degree or college diploma, or an equivalent combination of education and experience.
- Five or more years of progressive experience in Customer Success, Client Services, Sales Support, Account Operations or Project Coordination, including team leadership and client-service management.
- Strong communication, organization and follow-through, with the ability to manage competing priorities and collaborate across commercial and delivery teams.
- Proficiency with Microsoft 365 and CRM platforms such as Dynamics CRM or HubSpot.
- Technology services, managed services, consulting, partner-program or licensing experience is an asset.
Compensation:
- Competitive salary based on experience.
- Benefits package including health insurance, retirement plans, and paid time off.
What You’ll Be A Part Of
Lai and Associates is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.
We provide accommodation if required throughout our recruitment process. If you require accommodation, please let us know by emailing HR@laiandassociates.ca
