Senior Customer Success Manager

Summary of the Role and Team 

As a Senior Customer Success Manager, Strategic Accounts, you will join Varicent's Strategic Customer Success team and manage a portfolio of our most strategic customers within the Platinum Advantage Program.

Reporting to the Manager, Customer Success - Strategic, you will partner with executive stakeholders, business leaders, and technical teams to help customers achieve measurable business outcomes through the successful adoption of Varicent solutions. 

This team supports a select portfolio of high-value enterprise customers, allowing Customer Success Managers to take a strategic, consultative approach focused on value realization, customer growth, retention, and long-term partnership development. 

What You Will Be Doing 

• Own a portfolio of strategic enterprise customers and serve as the primary Customer Success contact across the customer lifecycle 

• Lead success planning initiatives that align customer business goals, stakeholders, risks, milestones, and measurable outcomes 

• Build and maintain relationships with executive stakeholders, Business Decision Makers (BDMs), and Technical Decision Makers (TDMs) 

• Drive product adoption and value realization by developing and executing customer-specific success and adoption plans 

• Identify and support expansion opportunities that align with customer priorities and business objectives 

• Partner with Sales, Professional Services, Support, Partner teams, and other internal stakeholders to support customer success initiatives 

• Lead executive business reviews, strategic planning discussions, and customer outcome-focused engagements 

• Maintain accurate customer health, engagement, business value, and account planning information within Customer Success platforms and CRM systems 

What You Bring 

• Experience managing enterprise or strategic customer relationships within a SaaS, technology, or business applications environment 

• Experience leading executive stakeholder conversations and building relationships across multiple levels of customer organizations 

• Demonstrated success driving customer adoption, retention, value realization, or business outcomes 

• Experience identifying account growth, expansion, renewal, or customer development opportunities 

• Ability to connect customer business objectives to technology solutions and measurable business impact 

• Strong project coordination, stakeholder management, and problem-solving skills across complex initiatives 

• Experience collaborating across cross-functional teams to achieve customer outcomes 

• Bachelor's degree in Business, Information Technology, Finance, or equivalent experience 

Success Outcomes 

First 90 Days 

• Build an understanding of Varicent's solutions, Customer Success methodology, strategic customer portfolio, and Platinum Advantage Program 

• Establish relationships with assigned customers and key internal stakeholders 

• Review customer success plans, business priorities, renewal timelines, and growth opportunities across assigned accounts 

• Begin leading customer engagements focused on business goals, adoption, and value realization 

Within 6 Months 

• Independently manage strategic customer relationships across the assigned portfolio 

• Ensure customers have documented success plans aligned to measurable business outcomes and executive priorities 

• Demonstrate progress in adoption, customer engagement, value realization, and retention activities 

• Partner effectively with Sales and Renewal teams to identify expansion opportunities and support renewal readiness 

• Establish trusted relationships with executive stakeholders across assigned accounts 

Within 12 Months 

• Serve as a strategic advisor to customer executives and key stakeholders across the portfolio 

• Demonstrate measurable impact on customer retention, adoption, expansion, and business outcome achievement 

• Successfully manage a portfolio of strategic enterprise customers with minimal oversight 

• Consistently identify growth opportunities and contribute to account expansion initiatives 

• Act as the orchestrator across internal and external stakeholders to drive complex customer programs to successful outcomes

For this role, the estimated annual base salary range is between 120,700.00 - 158,400.00 CAD. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process. 

This posting is for a new vacancy. 

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making. 

Overview of Benefits: 

• Health & Wellness— Comprehensive medical, dental, and vision coverage tailored to your local needs 
• Time Off— PTO and public holidays to rest, recharge, and do what matters most 
• Volunteer Days— Dedicated time to give back and support the communities that matter to you 
• Ignite Days— Dedicated learning days to support continuous growth, skill development, and professional learning 
• Financial— Compensation that reflects your market and your value 
• Retirement— Retirement plans designed to help you build long-term financial security 
• Tuition Assistance— Invest in your growth with support for continuing education and professional development 
• Flexibility— Work where you thrive, with remote and hybrid options available across most regions