Senior Director, Client Partner

Zaelab is a digital consultancy focused on helping B2B organizations transform the way they sell, serve, and operate. We partner with complex manufacturers, distributors, and enterprise brands to solve meaningful business challenges through commerce, CPQ, CRM, and digital transformation. We work across technologies including ServiceNow, commercetools, SAP, BigCommerce, and other leading platforms. We’re a distributed, fast-moving team that values ownership, collaboration, and people who are comfortable turning complexity into action. About the Role We’re looking for a Senior Director, Client Partner to own and grow a portfolio of strategic enterprise clients representing approximately $15–20M in annual revenue. This is a senior commercial and client leadership role with end-to-end accountability for the health and growth of the portfolio. You’ll own client relationships, revenue and margin performance, forecasting, renewals, and account growth while identifying new opportunities across existing relationships. You’ll also build and lead the team supporting the portfolio, developing Client Partners and other account leaders while establishing scalable account management practices as Zaelab continues to grow. This is not a purely executive or oversight role. We’re looking for someone who enjoys being close to the work — building account plans, shaping opportunities, developing SOWs, navigating difficult client conversations, and partnering directly with delivery and solution leaders. You’ve likely already operated as a Client Partner, Managing Director, Senior Director, or similar leader within a consultancy, agency, or systems integrator and have personally owned a portfolio of this scale. What You’ll Own Client Portfolio & Growth - Own the overall performance of a $15–20M portfolio of strategic enterprise accounts, including revenue, margin, forecasting, renewals, and growth. - Set annual account and portfolio targets and maintain a clear, accurate view of performance against them. - Protect and grow existing client relationships while identifying opportunities to expand Zaelab’s footprint. - Build pipeline across existing accounts through new SOWs, retainers, change orders, and multi-phase transformation programs. - Identify whitespace within accounts and partner with Sales, Solutions, and Practice leadership to turn opportunities into executable plans. - Develop strong Account Growth Plans for strategic clients and ensure they translate into measurable action. Client Leadership - Serve as a trusted executive partner to client stakeholders across VP, SVP, and C-suite levels. - Develop a deep understanding of each client’s business, priorities, challenges, and long-term transformation goals. - Build multi-year digital roadmaps that connect technology investments to meaningful business outcomes. - Establish a consistent rhythm of executive engagement, QBRs, and annual planning across the portfolio. - Own client escalations and bring the right people together to resolve issues quickly and constructively. - Navigate challenging conversations around scope, delivery, performance, and commercial expectations while protecting long-term relationships. Account Strategy - Translate complex client challenges into opportunities where Zaelab can create measurable value. - Connect digital and technology investments to outcomes such as revenue growth, operational efficiency, cost reduction, and improved customer experiences. - Develop compelling business cases and executive-level recommendations. - Bring Zaelab’s broader capabilities into client conversations, expanding relationships beyond the services or platforms they have historically purchased. - Stay ahead of client priorities and proactively identify where Zaelab can support what comes next. Team Leadership - Build and lead the team supporting your portfolio, including Client Partners, engagement and delivery leaders, and account operations resources. - Develop Client Partners who own individual accounts, setting clear expectations around account strategy, forecasting, growth, and client health. - Own hiring, staffing, and performance management across the team. - Coach and develop team members while creating repeatable account management practices that can scale with the business. - Build a culture of accountability, transparency, and strong client ownership. Zaelab Leadership - Partner closely with Delivery, Sales, Solutions, and Practice leadership to align client strategy with execution. - Contribute to Zaelab’s go-to-market strategy across B2B manufacturing, distribution, and industrial sectors. - Help evolve and scale our Client Services organization, processes, and operating model. - Participate in Client Services leadership planning, including budgeting, hiring, capacity planning, and strategic priorities. What Success Looks Like Within your first 12 months, you will: - Retain and strengthen the existing client portfolio while delivering against annual revenue and margin targets. - Establish clear Account Growth Plans across all strategic accounts. - Build and advance a healthy pipeline of expansion opportunities. - Strengthen Zaelab’s executive relationships across key clients. - Evaluate, hire, and develop the core team needed to support the portfolio. - Establish a consistent operating rhythm across account planning, forecasting, client health, QBRs, and growth. - Create greater visibility and predictability around the performance and future potential of the portfolio. Requirements - 12+ years of experience in management consulting, digital consulting, systems integration, or technology professional services. - At least 3 years of direct responsibility for a portfolio or strategic accounts representing approximately $15–20M in annual revenue. - A demonstrated track record of growing enterprise accounts through expansion, new SOWs, and multi-year programs — not simply maintaining existing business. - Experience building and leading high-performing client or account teams, including hiring, staffing, coaching, and performance management. - Strong experience working with manufacturing, distribution, industrial, or similarly complex B2B organizations. - Experience selling and/or delivering engagements involving at least one of the following areas: ServiceNow, composable commerce, Customer-to-Cash, or Quote-to-Cash. - Strong commercial judgment and the ability to connect client business challenges to technology and consulting opportunities. - Confidence operating with senior client stakeholders and navigating complex conversations around scope, performance, priorities, and investment. - A hands-on leadership style and willingness to move between executive strategy and the details required to move an account forward. - Ability to travel within North America up to 25% for client, team, and company events. Even Better If You Have: - Experience with ServiceNow solutions, particularly CPQ, CRM, Field Service Management (FSM), or Sales and Order Management (SOM). - Familiarity with commerce platforms such as commercetools, Salesforce Commerce Cloud, Shopify, SAP Commerce, or BigCommerce. - Existing relationships with VP and C-suite leaders within manufacturing, distribution, or industrial organizations. - Experience helping build or scale a Client Services, Account Management, or Client Partner function within a growing consultancy. Benefits Why you’ll love working here: - Unlimited Vacation/PTO - Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada) - Fully remote and distributed teams - Paid Parental Leave - Ongoing training and education opportunities - 0% Bureaucracy Culture - Focus is on responsibilities, not title Like what you see but don’t meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we’re committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive. Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use Certn to confirm the identity and employment eligibility of all new USA hires. Please rest assured that we’ll treat any information you share with us with the utmost care, only use your information for recruitment purposes and will never sell it to other companies for marketing purposes. Please review our privacy policy for future information LINK As part of our hiring process, AI-based tools are used to support the initial review of applications. Rest assured, our People Ops team carefully reviews all applications and makes the final decisions on candidate progression.