Client Solutions Manager

Who you are

• Experience working in or with nonprofit organizations
• Familiarity with fundraising, digital marketing, and advocacy strategies
• Strong project management skills with the ability to juggle multiple client engagements
• Technical fluency with content management systems (CMS), enterprise CRM (eCRM), ESPs, and fundraising tools
• Experience with Salesforce (especially Nonprofit Success Pack (NPSP) or Nonprofit Cloud)
• Hands-on experience with project management tools like Jira and Monday.com
• Proficiency with Microsoft 365 (Outlook, Teams, Excel, etc.)
• Excellent communication, documentation, and problem-solving skills, with exceptional attention to detail and accuracy
• Demonstrated discipline in tracking and billing time accurately, including in 15-minute increments, with a track record of meticulous record-keeping
• Genuine enthusiasm for both project leadership and hands-on client support, and the flexibility to move between the two throughout the day
• Experience managing software implementation projects across the full software development life cycle (SDLC)
• Self-motivated and disciplined in a remote work environment
• Hands-on experience with Drupal or other CMS platforms
• Salesforce administration or configuration experience

What the job involves

• We’re looking for a Client Solutions Manager to lead the implementation and ongoing success of our fundraising and advocacy software
• You’ll serve as a strategic partner to nonprofit clients, guiding them through complex technical projects, from onboarding and integrations to feature adoption and support
• This is a client-facing, cross-functional role ideal for someone who thrives at the intersection of technology, project management, and customer success
• The role is a blend of two responsibilities: structured project management (planning, scoping, and driving implementations and projects to completion) and hands-on client support (responding to requests, troubleshooting, and training)
• You should be energized by both, and comfortable shifting between leading a project and resolving a day-to-day support ticket
• Because this work is billable, it also calls for precise, detail-oriented tracking and reporting of your time
• Serve as the primary point of contact for nonprofit clients throughout the project lifecycle
• Lead software implementations, system integrations, and technical consulting engagements
• Collaborate with external partners (design agencies, customer relationship management (CRM) consultants, email service provider (ESP) vendors) to deliver holistic solutions
• Translate business needs into technical requirements, timelines, and documentation
• Guide clients through complex decisions that align with their strategic goals
• Coordinate cross-functional teams of developers and producers to ensure timely, high-quality project delivery
• Monitor project scope, budget, and deliverables to ensure alignment with Statements of Work (SOW)
• Provide proactive, high-touch day-to-day support and training to drive client satisfaction and product adoption. This support work carries equal weight to project delivery and is a core, ongoing part of the role, not an occasional add-on
• Accurately track and log billable time in 15-minute increments across both projects and support work, ensuring timely, detailed, and reliable time entries
• Leverage approved AI tools, automation, and data dashboards to support solution analysis, planning, documentation, and risk identification, and to inform delivery recommendations
• Share feedback and adopt evolving AI-enabled delivery practices and solution standards to help improve how the team works

The application process

• Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews

Benefits

• Personal training plans and professional development opportunities
• Flexible work hours
• Basic life insurance
• Social Committee Events
• Innovative culture, including hack weeks for everyone
• AD&D/STD/LTD/EAP
• Extended Health coverage
• Family Responsibility Leave
• Group RSP (Retirement Savings Plan) with 100% company match up to 4% of base salary
• Group TFSA (Tax-Free Savings Account)
• Group HCSA $600 funded annually by employer
• Wellness Allowance
• 15 vacation days annually
• 12 paid holidays annually
• Profit Sharing
• Remote work
• Medical, Dental, and Optical Benefits
• Therapy and Mental Health Benefits
• Group Critical Illness Benefit
• Group Income Protection
• Group Life Insurance
• Bereavement counseling and probate helpline
• Wellness Benefits and Fitness Discounts
• Pension Plan with 3% employer match
• Worldwide Travel Coverage
• 22 PTO days
• 8 Paid Bank Holidays
• 5 Paid Sick days
• Remote Work
• Medical, dental, and vision insurance options
• 100% employer-paid short/long-term disability
• Basic Life Insurance
• 401(k) with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company-paid holidays
• 6 weeks paid parental leave