Director, Business Development and Customer Success

Director, Business Development and Customer Success Full-time Permanent Position POSITION OVERVIEW THE DIRECTOR, BUSINESS DEVELOPMENT AND CUSTOMER SUCCESS WILL PLAY A CENTRAL ROLE IN DRIVING REVENUE GROWTH, DEVELOPING NEW BUSINESS OPPORTUNITIES AND STRENGTHENING SERVICE EXCELLENCE AT FP CANADA. THE DIRECTOR WILL PERSONALLY MANAGE AND GROW A PORTFOLIO OF STRATEGIC ACCOUNTS, INCLUDING NATIONAL BANKS, INSURANCE COMPANIES AND OTHER MAJOR FINANCIAL-SERVICES ORGANIZATIONS, WHILE PROVIDING LEADERSHIP TO THE CUSTOMER SUCCESS TEAM. REPORTING TO THE VICE PRESIDENT, BUSINESS DEVELOPMENT, THE DIRECTOR WILL DEVELOP AND EXECUTE BUSINESS DEVELOPMENT AND STRATEGIC ACCOUNT PLANS THAT ALIGN WITH FP CANADA’S ORGANIZATIONAL PRIORITIES. WORKING CLOSELY WITH INTERNAL STAKEHOLDERS, THE DIRECTOR WILL IDENTIFY MARKET OPPORTUNITIES, BUILD RELATIONSHIPS WITH SENIOR CLIENT DECISION-MAKERS AND EXPAND FP CANADA’S PRESENCE WITHIN THE CANADIAN FINANCIAL-SERVICES SECTOR. THE DIRECTOR’S COMMERCIAL RESPONSIBILITIES WILL FOCUS ON FP CANADA’S CFP® AND QAFP® CERTIFICATION PROGRAMS, TECHNICAL AND PROFESSIONAL EDUCATION PROGRAMS, CONTINUING EDUCATION OFFERINGS, SPONSORSHIPS, CONFERENCES AND OTHER PROGRAMS AND EVENTS. THE DIRECTOR WILL ALSO LEAD THE CUSTOMER SUCCESS TEAM, ENSURING CORPORATE CLIENTS RECEIVE EFFECTIVE ONBOARDING, CONTRACT ADMINISTRATION AND POST-SALE ACCOUNT SUPPORT WHILE STRENGTHENING CLIENT RETENTION AND IDENTIFYING POTENTIAL OPPORTUNITIES FOR ACCOUNT GROWTH. KEY RESPONSIBILITIES In this role, you will: SALES STRATEGY AND EXECUTION – 50% * Develop and execute sales strategies for FP Canada’s CFP® and QAFP® certification programs, technical and professional education programs, continuing education offerings and other products and services. * Personally manage and grow a defined portfolio of strategic accounts, including national banks, insurance companies and other major financial services organizations. * Develop strategic account plans that align FP Canada’s education, certification and professional-development offerings with each client’s business priorities, workforce-development needs and regulatory requirements. * Build relationships with senior decision-makers and key stakeholders across learning and development, compliance, human resources, procurement and business leadership. * Identify, develop and secure new business opportunities to achieve revenue targets, expand existing client relationships and increase FP Canada’s market penetration. * Develop and implement a sponsorship strategy that strengthens industry partnerships and generates additional revenue for FP Canada. * Develop and execute sales strategies to increase corporate participation and revenue for FP Canada conferences and events. * Maintain an accurate sales pipeline, revenue forecast and account-growth plan using FP Canada’s CRM and established sales-management processes. * Monitor industry trends, client needs and competitive offerings to refine sales strategies and ensure FP Canada remains competitive and relevant. RELATIONSHIP MANAGEMENT AND COLLABORATION – 30% * Build and maintain trusted, long-term relationships with senior leaders, industry partners, sponsors and other key stakeholders to strengthen FP Canada's market presence and partnership value. * Develop a broad network of relationships within strategic accounts to ensure FP Canada is connected to the appropriate decision-makers, influencers and program stakeholders. * Collaborate closely with the Vice-President, Business Development to align account priorities, sales activity and market-development initiatives with FP Canada's strategic goals. * Work with Marketing and Communications to develop targeted campaigns, promotional materials, sales presentations and sponsorship proposals that support business development priorities. * Coordinate with FP Canada's education, operations, technology, finance, legal and project-management teams to develop and deliver effective client solutions. * Represent the needs of corporate clients in the development and implementation of new programs, systems, processes and service capabilities. * Share client feedback, competitive intelligence and emerging market needs with internal stakeholders to inform FP Canada's product development, service delivery and strategic planning. CUSTOMER SUCCESS LEADERSHIP - 20% * Lead, coach and develop the Customer Success team, establishing clear responsibilities, service standards and accountability for supporting FP Canada’s corporate clients. * Oversee the post-sale customer lifecycle, including client onboarding, program implementation, contract administration, ongoing account support and renewal readiness. * Ensure corporate clients receive timely, accurate and coordinated support across FP Canada’s certification programs, continuing education offerings, sponsorships, conferences, events and other services. * Establish consistent Customer Success and account-management processes, including client engagement plans, service reviews, issue escalation protocols and accurate documentation within the CRM. * Establish and monitor team KPIs related to response times, client satisfaction, program participation, contract delivery, client retention and other service commitments. * Work across FP Canada’s education, operations, technology, finance and marketing teams to resolve client issues, improve service delivery and provide a consistent corporate customer experience. * Gather and analyze client feedback, account activity and service trends to improve delivery, strengthen client retention and identify potential growth opportunities for follow-up through the business development process. REQUIRED QUALIFICATIONS The ideal candidate will have the following skills and experience: * Bachelor’s degree in business, marketing or a related field, or an equivalent combination of education and relevant professional experience. * Minimum 8–10 years of progressive experience in business development, strategic account management and Customer Success, with a demonstrated record of meeting or exceeding revenue and performance targets. * Experience developing and managing complex strategic accounts, ideally including national banks, insurance companies or other large financial-services organizations. * Demonstrated experience leading, coaching and developing Customer Success, account management or client-service teams. * Proven experience selling education, certification, professional-development or related solutions, preferably within the financial-services sector. * Strong understanding of the Canadian financial-services industry, including the business, workforce-development and regulatory needs of large financial institutions. * Exceptional communication, presentation and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of an organization. * Experience developing and executing sponsorship strategies and commercial partnerships is considered an asset. * Proficiency with CRM, customer-support and account-reporting systems, including the ability to maintain accurate pipelines, forecasts and client records. * Strong analytical skills, with the ability to interpret sales performance, client activity, service data and market trends to support informed business decisions. COMPETENCIES The ideal candidate will have the following skills and experience: * Business Development and Sales Leadership: Demonstrated ability to develop and execute sales strategies, build a qualified pipeline and deliver sustainable revenue growth. * Strategic Account Management: Ability to navigate complex organizations, build senior-level relationships and develop long-term account plans that strengthen revenue, retention and partnership value. * Customer Focus: A strong commitment to understanding client needs, delivering service excellence and creating a consistent and positive corporate customer experience. * People Leadership: Ability to establish clear expectations, coach and develop team members, and build a high-performing and accountable Customer Success function. * Strategic Thinking: Ability to connect market opportunities, client needs and commercial priorities with FP Canada’s broader organizational goals. * Collaboration and Influence: Ability to work effectively across functions, build alignment and influence internal and external stakeholders at all levels. * Commercial Judgment: Ability to evaluate opportunities, balance client and organizational needs, and make sound decisions that support long-term revenue and relationship value. * Results Orientation: A demonstrated commitment to acquiring new clients, expanding existing accounts, and achieving revenue, client-retention and service-performance objectives. WORKING WITH FP CANADA Established in 1995, FP Canada is a national not-for-profit education, certification and professional oversight organization working in the public interest. FP Canada is dedicated to championing better financial wellness for all Canadians by leading the advancement of professional financial planning in Canada. Learn more at FPCanada.ca [https://fpcanada.ca/]. FP Canada employs over 80 people, and our office is located in downtown Toronto. This is a full-time permanent position working 5 days per week, during core business hours, with some flexibility required. We offer a hybrid-work model, requiring at a minimum, two days a week (40%) on average, of employees’ time be spent in the office. We are committed to wellness and a healthy work environment for our employees. You will earn a competitive annual salary, paid vacation and personal days, and you will enjoy our comprehensive employee benefits, RRSP matching program, professional development opportunities, flexible work arrangements and regular social events. OUR COMMITMENT TO INCLUSION AND DIVERSITY FP Canada values inclusion and diversity, and different perspectives and experiences; and we are committed to working towards an inclusive and diverse organization, reflective of Canada’s population. We encourage candidates who identify in traditionally underrepresented communities (women, racialized persons, indigenous persons, LGBTQ2S+ and persons with disabilities) to apply. OUR COMMITMENT TO ACCESSIBILITY FP Canada is committed to ensuring equal access and participation for people with disabilities in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). FP Canada will provide accommodation on request throughout the recruitment, selection and/or assessment process for applicants with disabilities. If you require accommodation, please inform our Human Resources Department at [email protected] [[email protected]]. ADDITIONAL INFORMATION This posting is for an existing vacancy within our organization. SALARY Salary based on experience, ranging from $155,000 to $170,000. USE OF ARTIFICIAL INTELLIGENCE FP Canada uses AI‑enabled tools to support parts of the recruitment process, including screening and assessing applications. These tools help ensure consistency and efficiency in evaluating candidates; however, all final hiring decisions are made by human reviewers. If you have questions about how AI is used in our hiring process, please contact our Human Resources Department at [email protected] [[email protected]]. APPLICATION DETAILS Applications will be accepted until September 8, 2026. We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.

The Director will drive revenue growth by managing strategic accounts and executing sales strategies for certification and education programs. Additionally, they will lead the Customer Success team to ensure effective onboarding, account support, and client retention.

Candidates must have a bachelor's degree and 8–10 years of progressive experience in business development and strategic account management. Proficiency in the Canadian financial-services sector and strong leadership skills are essential for this role.

• Paid vacation • Personal days • Comprehensive employee benefits • RRSP matching program • Professional development opportunities • Flexible work arrangements • Social events

• LeadershipPreferred

Identified from the job description. Confirm important requirements above.

• Business development
• Strategic account management
• Customer success
• Sales strategy
• Relationship management
• Leadership
• Financial services
• Revenue growth
• CRM
• Negotiation
• Presentation skills
• Analytical skills
• Coaching
• Strategic planning
• Market penetration
• Sales Strategy
• Market Opportunities
• Promotional Materials
• Program Implementation
• Sales Pipelines
• Influencing Skills
• Sales Leadership
• Pipelines
• Customer Success Management
• Influencing Without Authority
• Relationship Management
• Accountability
• Revenue Forecasting
• Results Orientation
• Business Decisions
• Client Onboarding
• Service Standards
• Analytical Skills
• Account Management
• Artificial Intelligence
• Customer Support
• Business Marketing
• Business Development
• Customer Relationship Management
• Strategic Planning
• Certified Financial Planner
• Customer Service
• Communication
• Procurement
• Competitive Intelligence
• Contract Management
• Customer Lifecycle Management
• Finance
• Sales
• Financial Services

• Management & Leadership
• Sales
• Customer Service & Support
• Finance & Accounting
• Education
• Customer Business Development Manager
• Director of Customer Service
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

Minimum education

Bachelor’s degree

Minimum experience

10+ years

Posting language

English

Working hours

40 hours per week

Office presence

2 days per week