Director, Client Success & Account Management Location: Downtown Toronto, Ontario, King Street and Yonge Street Job Type: Permanent, Full-time, In-office Compensation: $105,000–$110,000 CAD annually, plus performance-based compensation and benefits

About Us IntelliCastle is CannDelta Inc.’s client-facing digital marketing agency, supporting businesses through website development, SEO, content, branding and integrated digital marketing strategies. CannDelta is a leading cannabis consulting firm providing regulatory licensing, operational, compliance, business strategy and marketing expertise. Together, CannDelta and IntelliCastle help entrepreneurs launch, operate and grow successful cannabis businesses across North America. As our client portfolio and service offerings continue to expand, we are looking for an experienced leader to build and lead our client success and account management function.

Position Overview We are seeking a Director of Client Success & Account Management to develop the systems, team and service standards that support exceptional client experiences across CannDelta and IntelliCastle. This is a hands-on leadership position. Initially, the Director will personally manage several important client relationships while establishing a scalable account management function. This includes creating onboarding and communication standards, account planning processes, client health reporting, renewal procedures, escalation protocols and performance metrics. The successful candidate will serve as the link between clients and our consulting, marketing, sales and delivery teams. They will be accountable for client satisfaction, retention, renewals, expansion opportunities and the overall commercial health of our client portfolio.

Key Responsibilities Build and lead the client success and account management function across CannDelta and IntelliCastle. Develop scalable processes for client onboarding, account planning, communication, reporting, renewals and offboarding. Personally manage a portfolio of strategic and high-value client accounts. Establish trusted relationships with client executives, business owners and key stakeholders. Develop a thorough understanding of each client’s objectives, challenges, services, deliverables and commercial opportunities. Lead regular client meetings, strategic reviews and quarterly business reviews. Ensure clients understand project progress, results, upcoming priorities and the value being delivered. Monitor account health, satisfaction (NPS), engagement, profitability, renewal likelihood and potential risks. Identify and address client concerns before they develop into escalations or cancellations. Lead the resolution of complex client issues while maintaining accountability, professionalism and trust. Own client retention and renewal performance across recurring consulting and marketing engagements. Identify appropriate cross-selling and expansion opportunities based on genuine client needs. Collaborate with sales to create a smooth transition from signed agreement to onboarding and delivery. Coordinate with consulting, marketing, creative and technical teams to ensure commitments are clearly defined and delivered. Protect project scope and account profitability while maintaining positive client relationships. Establish service-level expectations, communication standards and internal accountability across departments. Build dashboards and reporting systems for retention, renewals, account health, client satisfaction, expansion revenue and portfolio performance. Recruit, onboard, manage and coach account management personnel as the function grows. Provide leadership with clear reporting on client risks, opportunities, performance and resource requirements. Use client feedback and account data to improve services, processes and the overall client experience.

Required Qualifications Seven or more years of experience in account management, client success, professional services or a related client-facing function. At least two years of experience leading account managers, client service professionals or a comparable team. Demonstrated experience building or significantly improving an account management or client success function. Experience managing complex, high-value or multi-service client relationships. Strong record of improving client satisfaction, retention, renewals or account expansion. Experience developing account plans, onboarding processes, client health metrics, reporting systems and escalation procedures. Strong commercial judgment, including an understanding of project scope, profitability, renewals and expansion revenue. Exceptional written and verbal communication skills. Confidence communicating with founders, executives and other senior client stakeholders. Ability to manage difficult conversations, resolve conflicts and maintain trust under pressure. Strong organizational skills and the ability to manage multiple accounts, priorities and internal stakeholders. Experience working with CRM, project management and client reporting platforms. Ability to work collaboratively across sales, operations, consulting, marketing and delivery teams.

Preferred Qualifications Experience in a marketing agency, consulting firm or other professional-services environment. Experience managing both project-based and recurring retainer relationships. Familiarity with digital marketing, SEO, website development, content, branding or related agency services. Experience designing compensation plans, performance expectations or career paths for account management teams. Experience supporting clients in regulated industries. Familiarity with the cannabis industry is an asset but is not required. A college diploma or bachelor’s degree in business, marketing, communications or a related field is an asset. Equivalent professional experience will be fully considered.

What Success Looks Like Within the first year, the Director will be expected to: Implement a consistent client onboarding and account management framework. Establish clear account ownership and communication standards. Introduce measurable client health, retention and renewal reporting. Improve visibility into at-risk accounts and upcoming renewals. Strengthen collaboration among sales, consulting, marketing and delivery teams. Build stronger executive relationships with key clients. Create a scalable structure for hiring and managing future account managers. Improve client retention, expansion and overall portfolio profitability.

Why Join CannDelta and IntelliCastle Join a growing organization with an established client base across Canada and the United States. Build and lead a core business function with meaningful executive support. Influence how we deliver services, manage relationships and scale our client portfolio. Work across consulting, marketing, business strategy and highly regulated industries. Collaborate with an entrepreneurial team in a fast-paced environment. Access personal and professional growth opportunities as CannDelta and IntelliCastle continue to expand.

Benefits Participation in the employee benefits plan Dental care Extended health care Vision care Paid vacation and sick days Company events Performance-based compensation Professional growth and leadership opportunities

Ability to Commute or Relocate Candidates must be able to reliably commute to our downtown Toronto office at King Street and Yonge Street or relocate before beginning employment.

How to Apply Please submit your résumé and a brief cover letter describing your experience building or improving an account management or client success function. Where possible, please include measurable examples related to client retention, renewals, account expansion, client satisfaction, team development or portfolio growth.

To learn more about this role, please call: (416) 613-8569 or email careers@canndelta.com