Senior Client Services Manager

Senior Client Services Manager

About Boast

Boast transforms the way companies access R&D financing by simplifying a complex, manual, and audit-prone process into a truly effective and scalable growth engine. By combining deep expertise in R&D tax expertise and technology with AI designed specifically for this purpose, Boast helps Canadian and American companies secure essential funding with confidence, so they can focus on their development and growth. Since 2011, Boast has helped thousands of companies access over $600 million in innovation capital.

At Boast, you'll have the opportunity to accomplish meaningful, high-impact work without being limited by a rigid structure. We trust you to take ownership of your responsibilities, work directly with interesting clients, and contribute to the design and delivery of our solutions. Problems are complex, work is collaborative, and the pace is fast. This environment will allow you to expand your expertise beyond a single specialty, develop your professional judgment, and see the direct results of your work. If you're looking for responsibilities, visibility, and the chance to influence results, we want to meet you!

About the Position

As a Senior Client Services Manager, you will lead a team of technical professionals responsible for producing high-quality R&D tax credit applications for companies across Canada and the United States. You will combine team leadership, strategic client advice, and operational oversight to ensure your team and portfolio consistently deliver excellent results.

This is a highly visible, senior leadership role with significant responsibilities related to team performance, client relationships, application quality, revenue, renewals, and portfolio profitability. You will help clients develop complex strategies and navigate verification processes while supporting your team, allocating resources, addressing service delivery challenges, and creating an environment where everyone can perform at their best.

You will also contribute to defining the evolution of Boast's client services function. In close collaboration with product, sales, pre-sales, and finance teams, as well as senior leadership, you will identify opportunities to enhance our service delivery processes, improve the Boast platform, increase value offered to clients, and develop a technology-optimized service model that is more efficient and scalable.

This position is ideal for someone with strong R&D tax credit experience who enjoys combining team management, client relationships, business priorities, and complex mandates, and who wants to influence both immediate results and the future of the function.

Location: Hybrid role, ideally based in Montreal, with regular in-person collaboration, approximately once a week.

Languages: Proficiency in both French and English is required.

Key Responsibilities

• Lead, support, and develop a team of client services professionals, including supporting recruitment and onboarding, setting clear expectations, and providing timely and constructive feedback that fosters performance, growth, and professional development.
• Manage a portfolio of client accounts and ensure the success of applications, client satisfaction and engagement, revenue, renewals, collection support, profitability, and long-term account health.
• Allocate team resources across multiple concurrent mandates, considering capacity, expertise, timelines, budgets, service risks, and client priorities.
• Serve as a trusted advisor to clients, guiding them in developing their annual claim strategy, establishing effective work plans, and identifying opportunities to create additional value through relevant R&D tax credit and government incentive programs.
• Oversee the planning and execution of complex applications to ensure technical and financial work meets Boast's quality standards and produces accurate, timely, and defensible results.
• Guide clients and service teams through government audits and reviews, including developing defense strategies, preparing documentation, managing communications with government authorities, and supporting clients during interviews.
• Perform quality controls, identify trends and areas of concern, and use these insights to improve team performance, documentation practices, and service consistency.
• Serve as a subject-matter expert for one or more service areas and stay up-to-date on government policies, program requirements, industry evolution, and changing client needs.
• Build trust with clients through proactive communication, strong business judgment, effective workshop facilitation, and confidence in difficult conversations.
• Promote continuous improvement and adoption of the Boast platform, and collaborate with the product team to transform client and team feedback into stronger processes, efficiency gains, and new platform capabilities.
• Collaborate with sales and pre-sales teams on claim strategies, opportunity assessment, estimates, product demonstrations, RFP responses, and other business development activities.
• Contribute to the continuous growth of the client services function by strengthening internal capabilities, mentoring the next generation of leaders, and participating in cross-functional initiatives.

What You Bring

• Proficiency in both French and English.
• At least seven years of practical experience and deep expertise in one or more R&D tax credit or government incentive programs.
• At least four years of experience in science, technology, engineering, or mathematics-related sectors.
• At least four years of experience in tax credit, grant, government incentive, or comparable client-focused advisory environments.
• Demonstrated experience in team leadership and development, performance management, and creating concrete opportunities for professional growth.
• Strong track record in managing complex client portfolios and executing multiple applications simultaneously.
• Experience in representing and supporting clients during government audits or reviews, as well as a deep understanding of claim strategies, compliance, documentation, and service risks.
• Strong business judgment, including experience in supporting client growth, renewals, account health, profitability, or business development.
• Excellent communication, presentation, and relationship management skills, including the ability to facilitate workshops and convey complex information to technical teams, senior leadership, and other stakeholders.
• Proficiency in project management tools like JIRA, Asana, GitHub, ClickUp, Linear, or Notion, accounting systems like QuickBooks, FreshBooks, or Oracle NetSuite, and payroll systems like Ceridian or Wagepoint.
• The organizational skills, judgment, and resilience needed to manage competing priorities, solve complex problems, and meet multiple deadlines in a rapidly evolving environment.