About RightMetric

RightMetric helps marketers eliminate blind spots with Marketing Outsight. We use signals from audiences, competitors, platforms, content, and culture to show what is changing while it is still unfolding. This gives clients like Red Bull, Wilson, Vancity, ATB, lululemon, and Canadian Tire, a clearer view of what is happening so they can make sharper decisions with confidence.

The Mission of This Role

In this role you will be a valued member of the RightMetric Delivery Team, working in a permanent, full-time position of Account Director. Reporting to the Vice President, you will lead the Client Success function at RightMetric, taking full ownership of client relationships and outcomes.

While currently an individual contributor, this role is a leader at RightMetric, who is accountable for balancing client needs with the needs of the organization and the Delivery team. Success will be measured by the North Star metrics of Client Retention and Growth, ensuring that every client engagement delivers lasting value and strengthens long-term partnerships.

Responsibilities

Client Retention and Growth

• Responsible for the entire client engagement process end-to-end, including proactive reminders, relationship management, negotiation, and contracting.
• Develop a deep understanding of clients’ business objectives, challenges, and pain points to identify opportunities for strategic value.
• Identify and own opportunities to upsell additional services to existing clients, working closely with Sales and Marketing to develop materials.
• Attend relevant client meetings remotely, face-to-face, and attend relevant industry events.

Strategic Advising

• Serve as a trusted strategic partner to marketing and insights leaders, translating research findings into actionable brand, creative, and go-to-market recommendations.
• Deep familiarity with research design across qualitative, quantitative, mixed-method, and digital-first approaches.
• Understand the digital marketing ecosystem end-to-end, including social platforms, performance media, search marketing, and emerging channels.
• Bring strong marketing acumen across brand strategy, campaigns, innovation, customer journey mapping, and product/GTM planning.
• Able to navigate and interpret marketing analytics across tools (e.g., ad platforms, search analytics, social analytics, audience platforms, AI insights tools) to inform strategic guidance.
• Provide proactive insights based on industry intelligence.

Research Deliverable Quality

• Translate client needs to research briefs that capture scope and technical feasibility of work.
• Ensure that all research meets the client’s brief and provides strategic value.
• Manage, develop, and deliver presentations, reports, and other client-facing materials that clearly and effectively communicate research findings and recommendations.
• Actively engage with research outputs, offering feedback and input to ensure findings are relevant and tailored to client needs.
• Participate in the research creation process, working with the delivery team at key moments in the process including Kickoff, Discovery, QA and pre and post-delivery.

Client Success Leadership

• Track, analyze, and report on key client health metrics (e.g., satisfaction, retention, engagement, revenue trends, project performance), and translate these insights into clear recommendations for internal teams and leadership.
• Chair regular client success and delivery meetings, driving alignment across Research, Product and Growth teams; proactively surface risks or opportunities; and ensure follow-through on action items.
• Develop, maintain, and evolve strategic account plans that outline client goals, growth opportunities, relationship health, upcoming workstreams, and long-term priorities.

Organization & Process Improvement

• Ensure the Client Success SOP is consistently updated, kept concise, and actionable.
• Standardize and improve client success processes, helping shape the playbooks, templates, and rituals that support scalable, high-quality delivery.
• Contribute to product innovation sprints that help improve quality and efficiency.

Compensation & Perks

• Salary: $85,000-$100,000 CAD
• Performance-based Variable Compensation
• Vacation: 3 weeks vacation to start
• Flexible Benefit Plan
• Defined Contribution Pension
• 6 Sick Days Per Year
• 3 Personal Days Per Year
• Educational Stipends
• Flexible Working Hours
• Fully Remote Team: Must be based in Canada
• Work-Life Boundaries are respected
• Apple Equipment

What We’re Looking For

Experience

• Minimum 5 years of experience in a similar capacity, such as marketing account management at the manager or director level.
• Direct experience managing mid-market and enterprise client relationships, including contract negotiations and long-term account growth.
• Experience managing key accounts at a market research company, digital agency, consultancy, or technology company.
• Experience working closely with clients in industries such as banking, insurance, CPG, and retail.

Values

• Your values align with our company’s core values outlined below.

X-Factor

• You’re curious, an excellent communicator, and a quick thinker.
• You take full ownership of your work and thrive on achieving success.
• You’re motivated by excellence and driven to deliver outstanding outcomes.

Our Core Values

• Excellence: Achieving high standards and quality in everything we do.
• Creativity: Approaching work with critical thinking and innovation.
• Transparency: Open and honest communications – always.
• Ownership: Taking pride in our work and being accountable for outcomes.

We’re excited to hear from you!