Head of Client Services and Growth

This opportunity is for a Head of Client Services and Growth who is a seasoned professional with strong experience leading account managers and clients on complex portfolios. You must be technically proficient, but more importantly, you love building strong, long-term relationships with clients by providing exceptional client service and continuous value delivery. You have a breadth of knowledge within our industry and can provide guidance and advice ranging from design and product development to technical development. You have keen abilities around how technology is applied towards meeting business goals and delivering delightful user experiences. You have experience leading complex strategic programs involving multiple stakeholders and multi-year initiatives. This role will make use of your diverse skillset and experience, and provides excellent opportunities for professional growth.

In this cross-functional leadership role, you will hold direct accountability for Client Services, Marketing, and Business Development. You’ll be responsible for developing and executing strategies that move opportunities through the full sales cycle—from lead generation to closing deals. You will also collaborate across departments, including HR, to design and implement a robust client experience program, while building and mentoring a high-performing team of account managers.

This position is relationship-driven, involving long-term professional relationships with our clients. It is expected that you will understand, build upon, and communicate Therefore's unique value proposition to prospects, and clients and work with your team to prioritize opportunities. You will play an instrumental role in growing and maintaining our partnership program.

Close alignment with our Product and Technical teams will be crucial to ensure that client-facing work fits with Therefore's current skill sets, as well as alignment with respect to potential gaps in skills. You will be responsible for ensuring that all client projects are vetted, scoped and approved by creative and technical resources as required. Initially you will manage accounts directly. As accounts grow, you will work closely with strategic account managers to forge executive-level relationships with key stakeholders in our strategic accounts.

If you're applying, you should:

• Have a strong commitment to providing a uniformly outstanding customer experience combined with account management experience
• Have demonstrable AI prompting skills in v0, Perplexity and building sales and marketing related GPT’s
• Be a people person with an exceptional ability and strong experience building and cultivating long-term relationships and trust with sophisticated clients
• Thrive in a fast-paced environment
• Have exceptional verbal and written communication skills
• Have strong computer, web and research skills
• Be organized and self-managing
• Have a desire to learn and grow with the agency
• Be located in the Greater Toronto Area
• Be curious and constantly learning

Core Responsibilities

Client Services Leadership:

• Own the strategic and operational oversight of all client relationships, ensuring unwaveringly exceptional  satisfaction, retention, and account health across the agency portfolio.
• Lead, coach, and grow our client service team, including performance management, hiring, and skills development.
• Classify accounts by tier and lifecycle stage, and develop tailored growth and service plans for each.
• Act as the escalation point for client issues, resolving challenges with clarity and diplomacy.

Account Growth & Revenue Expansion:

• Build and execute account development plans to identify upsell and cross-sell opportunities within existing accounts.
• Own client P&Ls, forecast revenue growth, and partner with delivery leads to align commercial goals with project execution.
• Ensure any revenue expansion is matched with capability, capacity, and delivery excellence—never selling what we can’t deliver.

New Business Development:

• Lead agency new business efforts, from prospecting and positioning through to pitch and close.
• Develop and maintain a pipeline of qualified opportunities, ensuring alignment with agency strengths and strategic direction.
• Write and oversee the creation of compelling proposals and responses to detailed and technically complex RFP’s that are successful, with the strategic rigor and polish our brand demands.

Marketing Strategy:

• Own and evolve the agency’s B2B marketing plan, including campaigns, thought leadership, events, and partnerships.
• Collaborate with internal subject matter experts to turn insights into marketing assets that attract and convert ideal prospects.
• Track marketing performance and ROI, and adapt strategies in response to what’s working.

Project Management Oversight:

• Bring a strong foundation in Agile project management, with the ability to step into a hybrid delivery role if required.
• Work closely with the Project Management Office (PMO) to ensure that project managers deliver on client expectations on time, on budget, and to scope.
• Champion a delivery culture that balances agility with accountability, and ensures the client experience is seamless from start to finish.

Accountability for End-to-End Client Experience:

• Bridge sales and delivery by aligning what’s promised with what’s delivered—owning the full client journey from pitch to partnership.
• Instil a culture of ownership, responsiveness, and commercial empathy across the client team.

Desirable Experience & Traits:

• Enterprise-level selling experience within composable or headless digital architecture ecosystems.
• High proficiency with AI, particularly LLMs and related tools, for workflow automation, proposal generation, or marketing applications.
• Strong design sensibility—able to shape presentations, proposals, and marketing materials that visually reflect a premium, modern brand.
• Event experience—comfortable organizing events and/or identifying appropriate event sponsorship opportunities, and representing the agency at events as part of a broader marketing and growth strategy.
• Deep expertise with our core CMS platforms, Sanity and Drupal, with the ability to confidently explain functional specifications, guide implementation decisions, and deliver internal or client-facing training sessions when required.
• Naturally collaborative, commercially savvy, and calm under pressure. Equally at ease in front of clients, internal teams, and executive leadership.

Requirements

We're looking for someone who…

• Has experience working on complex strategic programs involving multiple stakeholders and multi-year initiatives
• Has strong technical sales experience with Drupal CMS, Sanity CMS and/or Contentful CMS
• Possesses a technical understanding of website development technologies
• Have demonstrable AI prompting skills in v0, Perplexity and building sales and marketing related GPT’s
• Is a hustler - gets their hands dirty and makes things happen
• Has solid negotiating skills, and business and financial acumen
• Is numbers oriented - able to make accurate projections and reach targets and goals
• Is a self-starter with an ability to multi-task, prioritize, take on responsibility and work well under deadlines
• Has excellent oral and written skills with the ability to communicate complex issues and influence others internally and externally
• Is an avid user and a follower of emerging businesses and technologies in web technology, social media, design and the internet in general
• Is skilled at identifying opportunities and leveraging our resources to continuously add additional value for our clients
• Connects with people quickly and is skilled in maintaining strong positive relationships even when things get stressful

Education and Experience Requirements

• Minimum Hons Bachelors degree in Design or minimum 5 years professional agency design experience
• 10+ years experience managing relationships and partnerships in the web, tech, design, e-commerce, or digital products industry in a busy agency environment
• Minimum 2 years experience in B2B marketing or product management
• Obtained AgilePM Practitioner Certification 
• Obtained or willing to obtain Sanity CMS Developer Certificate or Contentful Certified Content Manager certification
• Has demonstrable experience leading and writing successful proposals and/or responses to complex technical RFP’s integrating a major CMS such as Drupal or Sanity
• Sanity Developer Certification required
• Experience designing and executing conversion rate optimization campaigns using VWO or similar CRO platform
• Experience with the full Atlassian suite, ranging from Jira Software and Service Management to Product Discovery, ideally to an administrator level such that workflows can be fine tuned to client needs

Benefits

At Therefore we make smart and beautiful experiences for the web. We do this through building large-scale websites, scalable e-commerce solutions, and modern web applications that work well for real people. Simply put, our mission is to humanize how people communicate, interact, and transact online.

Perks & Benefits of Working at Therefore

• Professional Development - Guaranteed professional development opportunities, continuously grow and learn and challenge yourself in your field with dedicated self-directed professional development through confirmed training budgets. Healthy Work/Life Balance - Enjoy a flexible schedule of full-time hours to support your healthy work/life balance.
• Flexible Opportunities - Experiment with new techniques, wear multiple hats, and learn about new disciplines.
• Great Health Plan - We provide a fully featured health plan for employees including dental and life insurance.
• High-Profile Clients / Interesting Projects - We work with amazing clients, many of which are household names. Our projects are often challenging and complex. We work closely with our clients to build deeply integrated platforms and products.

Training and Learning - We believe strongly in continuous learning and evolution of our skillsets and practices. We offer generous time and financial subsidies towards helping our staff to operate at the forefront of our industry.