Job Title: Customer Success Management

At Stride, we proudly partner with foundations and not-for-profit organizations to raise critical funds through professionally managed lottery programs. Our work helps generate millions of dollars annually in support of life-changing healthcare initiatives, groundbreaking research, and essential community services across Canada. By combining strategic insight, operational excellence, and a deep commitment to our clients’ missions, we help deliver high-impact results that make a real difference in the lives of Canadians.

Role Summary

Customer Success Management (CSM) is responsible for managing a defined portfolio of partner organizations and ensuring the successful delivery, performance, and growth of their lottery programs. This role blends strategic account management, hands-on project leadership, and operational oversight. The CSM acts as the primary day-to-day strategic partner to assigned clients, owning execution, performance monitoring, and account growth initiatives while collaborating closely with the Director, Customer Success Management on broader strategy, expansion, and executive alignment.

Customer Success Management & Value-Led Growth

• Serve as the primary face of Stride for assigned enterprise partners, building trusted, long-term relationships across executive, management, and operational stakeholders.
• Act as a steward of the partnership, ensuring Stride consistently delivers meaningful value aligned to each partner’s mission, priorities, and fundraising objectives.
• Manage multi-level relationships within partner organizations to maintain alignment, continuity, and shared understanding across teams and leadership.
• Lead day-to-day partnership engagement and program execution, while collaborating with the Director, Customer Success Management on long-term account strategy as needed.
• Identify opportunities to enhance partner outcomesthrough program optimization, service evolution, or additional offerings—advancing growth where it clearly supports partner goals and value creation.
• Own the ongoing health and sustainability of assigned partnerships, proactively addressing risks, dependencies, and changing partner needs.
• Use customer success indicators, combined with qualitative insight, to assess value delivery and inform next steps.
• Contribute to Executive Business Reviews (EBRs)and planning sessions, clearly articulating outcomes achieved, impact delivered, and forward-looking recommendations.
• Establish a consistent engagement and governance cadence that promotes transparency, accountability, and long-term partnership momentum.

Project Management & Delivery Excellence

• Lead full lifecycle project management for multiple concurrent lottery campaigns for assigned enterprise partners, from planning and launch through post-campaign review.
• Apply established project management methodologies, tools, and best practices to ensure on-time delivery aligned to targets, partner goals, and regulatory requirements.
• Develop, maintain, and own comprehensive project documentation, including; Work Breakdown Structures (WBS), Project schedules and timelines, Risk and issue logs, Change requests, Milestone and dependency tracking.
• Facilitate regular status meetings (internal and client-facing), reporting on: performance metrics, Timelines and deliverables, Risks, issues, and mitigation plans.
• Ensure strong cross-functional coordination across Marketing, Finance, Operations, Technology, and Product teams to maintain alignment at every project phase.
• Proactively manage scope, timeline, and dependency changes, following established change control processes in response to client feedback, regulatory updates, or internal constraints.

Operational Oversight, Compliance & Financial Management

• Ensure day-to-day execution of assigned programs complies with all applicable provincial and federal gaming laws and regulations.
• Review and approve partner-facing and public-facing lottery materials for accuracy, and compliance, escalating final approvals as required.
• Oversee execution of operational components, including Prize procurement, Draw management, Winner communication, Prize fulfillment and distribution.
• Manage approved program budgets for assigned accounts, including expense tracking and approvals, invoice reconciliation, cost monitoring and optimization
• Support post-campaign reviews to evaluate operational performance, financial outcomes, and execution quality, identifying opportunities for continuous improvement.

Collaboration & Team Contribution

• Work closely with the Director, Customer Success Management to align on account priorities, risks, growth opportunities, and partner strategy.
• Share insights, best practices, and learnings across the Customer Success team to improve consistency and scalability.
• Contribute to the development and refinement of customer success processes, tools, and playbooks.

Qualifications

• Bachelor’s degree in business, project management, or a related field.
• 4–7 years of experience in customer success, account management, client services, or project management.
• Demonstrated experience managing multiple concurrent client projects in a structured, deadline-driven environment.
• Strong project management capability, including documentation, risk management, and cross-functional coordination.
• Comfort working with performance metrics, financial tracking, and operational data.
• Excellent written, verbal, and presentation communication skills.

Strong Assets

• Experience in fundraising, lottery/gaming, or regulated industries is considered a strong asset.
• Familiarity with Canadian gaming regulations or compliance-driven environments is considered a strong asset though not required.