Customer Experience & Advisory Manager Toronto, ON – Hybrid (3 Days a Week) Technology, SaaS & Cybersecurity Services Competitive salary $150,000–$200,000 + bonus, benefits, and collaborative culture Position Overview Our client, a leading organization in the cybersecurity and digital risk advisory space, is seeking a Customer Experience & Advisory Lead to elevate how enterprise clients engage, derive value, and experience long-term partnership. This role goes beyond relationship management, it is focused on owning the end-to-end client experience , acting as a trusted advisor to executive stakeholders , and ensuring clients achieve measurable outcomes aligned with their business and cybersecurity priorities. You will partner closely with C-suite leaders, guiding them through evolving risk landscapes, enhancing engagement strategies, and driving a consistent, high-impact customer experience across the lifecycle. What You’ll Do Own and enhance the end-to-end customer experience across key enterprise accounts Act as a strategic advisor to executive stakeholders, aligning cybersecurity initiatives with business objectives Lead Executive Business Reviews (EBRs) and advisory sessions focused on value realization and risk mitigation Translate complex cybersecurity insights into clear, business-relevant recommendations Identify opportunities to improve client experience, engagement, and retention Drive proactive engagement strategies based on client maturity, risk posture, and industry trends Partner with internal teams (Sales, Delivery, Product, Security) to ensure a seamless and consistent client journey Manage escalations with a solution-oriented, advisory approach, ensuring client confidence and satisfaction Contribute to customer success strategies, renewal planning, and long-term account growth Gather client feedback and insights to influence service delivery, product direction, and experience improvements Represent the organization at executive forums, industry events, and client engagements The Ideal Candidate 10+ years in customer experience, client advisory, customer success, or strategic account roles within technology, cybersecurity, or professional services Strong advisory background (consulting, risk advisory, or strategic client engagement preferred) Proven ability to influence and engage C-suite stakeholders with confidence and credibility Experience translating technical or cybersecurity concepts into business-focused insights Demonstrated success in driving client satisfaction, retention, and long-term value Strategic thinker with the ability to anticipate client needs and shape engagement approaches Excellent communication, executive presence, and storytelling ability Comfortable operating in complex, fast-paced enterprise environments Strong cross-functional collaborator across commercial, delivery, and technical teams Experience in customer journey optimization, CX strategy, or client lifecycle management is a strong asset Nice-to-Have Background in consulting, Big 4 advisory, or cybersecurity services Exposure to digital risk, compliance, or enterprise security programs Experience working with Fortune 500 / large enterprise clients #J-18808-Ljbffr