Summary of the Role and TeamAs 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
