Client Experience Lead, ScaleUp

CLIENT EXPERIENCE LEAD, SCALEUP PROGRAM (FTE) 
INVEST OTTAWA – VENTURE DEVELOPMENT 

The Client Experience Lead, ScaleUp Program is responsible for ensuring companies participating in the IO ScaleUp program receive the guidance and support needed to succeed as they scale. The role oversees a portfolio of 60+ high-growth technology companies, guiding them from onboarding through program completion. By building strong relationships with founders and executive teams, the Client Experience Lead develops a deep understanding of each company’s priorities and challenges and connects them with the right services, resources, and connections across the Invest Ottawa ecosystem. 

Reporting to the Director, Venture Programs, the Client Experience Lead works closely with internal teams, advisors, and other stakeholders to ensure a seamless client experience. The role also contributes to the continuous improvement of the program by identifying and executing opportunities for enhancement, while supporting internal data tracking, reporting, and KPI requirements. 

Work Model: 10 days per month required in-office at Bayview Yards and Area X.O  
Corporate Pay Band C: $63,200- $94,800

Hiring Salary Range: $65,000 - $79,000

Reason for Opening: Backfilling a position. 

WHAT YOU WILL BE DOING 

Client Management & Support 

• Oversee a portfolio of ScaleUp companies, guiding them from onboarding through program completion and ensuring they maximize value from Invest Ottawa’s services. 

• Build strong relationships with founders and executive leadership teams to understand company priorities, challenges, and growth opportunities. 

• Proactively troubleshoot client challenges and connect companies with the appropriate Invest Ottawa services, advisors, and resources. 

• Coordinate advisor engagement with client companies, including preparing briefing materials, organizing strategy sessions, and documenting key insights and follow-ups. 

• Represent the Venture Programs team at ecosystem events and maintain relationships with key stakeholders in the Ottawa innovation community.
  

Program Delivery & Enhancements 

• Support the delivery of the IO ScaleUp program, including planning and coordinating ScaleUp-exclusive initiatives such as roundtables and advisory sessions. 

• Oversee and maintain ScaleUp program materials, including onboarding decks, program documentation, and client-facing resources to ensure they remain current and effective. 

• Provide strategic input on how other service lines can evolve and enhance their offerings to better align with organizational goals and client needs. 

• Identify and recruit companies that would benefit from participating in the ScaleUp program. 

• Gather feedback from clients, advisors, and stakeholders to recommend and implement program enhancements that improve the client experience and program impact. 
  

Data & Reporting 

• Maintain accurate client information, engagement records, and key metrics within the CRM. 

• Support the collection and analysis of data to track engagement, outcomes, and program effectiveness. 

• Contribute to internal reporting for funders, including compiling data, preparing summaries, and supporting KPI tracking. 

• Prepare materials and presentations for internal meetings, advisor engagements, and program reviews. 

WHAT YOU HAVE ACCOMPLISHED/GAINED THROUGHOUT YOUR CAREER : 

• Over 3 years of experience in account management, program management, customer success or a similar client-facing role. 

• Experience working in the technology startup ecosystem, such as at a startup, scaleup, accelerator, or investment organization. 

• Experience engaging with executive leadership teams, with the ability to build trust, communicate with executive presence, and navigate complex, high-stakes conversations. 

• Strong organizational and time management skills, with the ability to manage multiple priorities while maintaining a high level of responsiveness. 

• Excellent communication, problem-solving, and critical thinking skills, with sound judgment when addressing client needs and challenges. 

• Experience using CRM systems, dashboards, and/or data analysis tools to track client engagement and program activity. 

• Experience leveraging AI tools to enhance productivity and support decision-making. 

Do you have some of these skills but maybe not all?  We still encourage you to apply as we would love to review your unique application and learn more about you!

At Invest Ottawa and Bayview Yards, we know that diversity, inclusion and a sense of belongingness are critical success factors for globally competitive organizations and are required to drive sustainable wealth creation and prosperity across our region. We prioritize the creation of an inclusive culture and infuse diversity into our programs, operations and governance. As an equal opportunity employer that doesn’t simply accept difference but celebrates, support and thrives because of it, we invite all qualified candidates to apply, and especially encourage those who identify as members of underrepresented groups. 

Invest Ottawa and Bayview Yards are determined to provide a barrier-free work environment, starting with the hiring process. If you require accommodation during any phase of the evaluation process, please contact [email protected] to request specialized accommodation. Do know, all information received in relation to accommodation will be kept confidential. At Invest Ottawa and Bayview Yards, we are focused on doing better and committed to leading by example because it’s what’s best for us, our culture and our community. 

We may use an AI‑enabled assistant to take notes during our recruitment process to help our team stay present and engaged during interviews.  The tool does not screen, assess, or select applicants, and all hiring decisions are made by people. We welcome inquiries about AI use and/or requests for accommodations at any stage of the hiring process. Personal information (including recordings, transcripts, and summaries) is safeguarded in line with our privacy policy and applicable Ontario privacy legislation.