Director of Customer Success

Director of Client Success

Location: Ottawa, Ontario | On-site
Company: GRC Concierge
Employment Type: Full-Time

About GRC Concierge
GRC Concierge is a growing cybersecurity and compliance managed services company delivering white-glove Governance, Risk, and Compliance (GRC) services to organizations across North America.
We combine technical expertise, proactive service, and exceptional client relationships to make compliance simpler, more effective, and less overwhelming for the businesses we support.
As we continue to scale, we're looking for a Director of Client Experience & Success to lead the way our clients experience GRC Concierge.

About the Role
The Director of Client Experience & Success is responsible for the overall health, satisfaction, engagement, and retention of our client relationships.
This is a client-facing leadership role focused on building trusted relationships, managing client communications, and ensuring an exceptional experience throughout the client lifecycle.
Working closely with our Service Delivery leadership and technical teams, you will ensure client expectations are understood, commitments are met, and potential challenges are addressed proactively.

Key Responsibilities
Serve as the primary relationship contact for clients, building trusted relationships with stakeholders and executive leadership.
Own client communications and lead regular meetings, executive business reviews, and relationship discussions.
Understand client business objectives and ensure expectations remain aligned with our services and commitments.
Monitor client satisfaction, engagement, retention, and overall account health.
Proactively identify and resolve client concerns, coordinating with internal teams to deliver effective solutions.
Lead and coordinate client experience activities, delegating responsibilities and ensuring accountability and follow-through.
Support client onboarding, renewals, and ongoing relationship management.
Gather client feedback, identify opportunities for improvement, and provide leadership with visibility into client health and risks.
Establish and maintain consistent standards for client communication, professionalism, and service excellence.
What We're Looking For
Leadership & Accountability: Strong ability to lead, coordinate, delegate, and manage competing priorities while maintaining high standards.
Client Relationship Management: Exceptional stakeholder management skills with the confidence to engage executives, navigate difficult conversations, and build long-term relationships.
Client Success Operations: Strong organizational, project coordination, and problem-solving skills with a proactive approach to managing client needs.
Professionalism: A polished, client-focused presence reflected in professional appearance, communication, conduct, and attention to detail.
Communication: Outstanding verbal and written communication skills, including the ability to lead executive meetings and communicate complex information clearly.
Qualifications
5+ years of experience in Client Success, Account Management, Client Experience, or a related client-facing leadership role.
Experience leading teams or coordinating cross-functional activities.
Background in B2B professional services, technology, SaaS, cybersecurity, or managed services.
Demonstrated success managing client relationships, resolving escalations, and supporting retention.
Familiarity with cybersecurity, compliance, or GRC frameworks such as SOC 2, ISO 27001, or HIPAA is an asset, but not required.

You don't need to be a cybersecurity expert. You do need to be an exceptional client relationship leader who can work effectively alongside technical professionals.

Why Join GRC Concierge?
We're building something different in the cybersecurity and compliance space.
Our goal is to deliver the expertise of a traditional GRC consultancy with the attentiveness and experience of a five-star concierge service.
This is an opportunity to shape our client experience, strengthen long-term relationships, and play a meaningful leadership role in our next stage of growth.