Senior Director, Customer Success Management

WHY THIS ROLE IS IMPORTANT TO US

At SimCorp, our clients trust us with their business — which means the value they realize from our solutions, and their satisfaction with how we deliver it, matters enormously. As Senior Director of Customer Success Management, you will lead our Canadian customer success function, ensuring that SimCorp’s clients experience maximum value and satisfaction from its solutions.

With typically 15+ years of experience managing teams, including exposure to the financial sector, complex sales, and customer workflows, you will develop and execute strategies that enhance client relationships, retention, and overall satisfaction. You will work closely with senior client executives and cross-functional teams to deliver tailored solutions that drive customer success and long-term business growth.

WHAT YOU WILL BE RESPONSIBLE FOR

• Developing and executing the Canadian customer success strategy, ensuring alignment with business objectives and customer needs
• Leading a team of senior customer success managers, overseeing the delivery of high-quality customer experiences across all client touchpoints
• Building and nurturing relationships with key client executives, ensuring SimCorp’s solutions continue to meet evolving business goals
• Proactively identifying opportunities for customer expansion, upselling, and cross-selling while ensuring customer satisfaction and retention
• Collaborating with internal teams (sales, product, professional services, and support) to ensure a seamless experience and resolution of client challenges
• Monitoring and improving customer health metrics, ensuring the delivery of value and identifying opportunities for service enhancements
• Managing high-level customer escalations and working with stakeholders to resolve complex issues promptly
• Providing thought leadership to senior leadership and stakeholders on trends and developments in customer success management
• Analyzing customer feedback and data to drive improvements in service delivery, product adoption, and overall client experience
• Reporting regularly on customer success KPIs, identifying areas for improvement and implementing corrective actions as needed
• Mentoring and developing customer success leadership talent, ensuring the team’s ability to meet and exceed customer expectations
• Leading the continuous improvement of customer success processes, tools, and methodologies to enhance service delivery

WHAT WE VALUE

Most importantly, you can see yourself contributing and thriving in the position described above. How you gained the skills needed for doing that is less important. We expect you to be good at several of the following and be able to — and interested in — learning the rest. As our preferred candidate, you have:

• 15+ years of experience managing teams, with meaningful exposure to the financial sector and its clients
• Experience working with customers and navigating complex sales cycles and customer workflows
• A track record of building and executing strategy across a complex, global client base
• Demonstrated ability to drive growth and business outcomes at an enterprise scale
• Experience leading and developing teams of customer success managers or other client-facing leaders
• Strong executive presence, with experience building and nurturing relationships with senior client executives
• Strong analytical skills, with experience using customer health metrics and KPIs to guide decisions and drive service improvements
• Experience managing complex, high-level customer escalations through to resolution
• Excellent communication and stakeholder management skills, comfortable engaging senior leadership on customer success trends and strategy
• A coaching mindset, with experience mentoring and developing customer success leadership talent
• Ability to work on-site in Toronto 2-3 days per week and travel 30-50%

BENEFITS

Attractive salary, bonus scheme, and pension are essential for any work agreement. However, at SimCorp we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work and life balance: flexible working hours and a hybrid model. And opportunities for professional development: there is never just one route – we offer an individual approach to professional development to support the direction you want to take.

NEXT STEPS

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you in discovering the right role for you. The approximate time to consider your CV is three weeks.

The position is for an active, existing vacancy.

For Toronto only: The salary range for this position is $231,000 – $340,000 CAD. Base pay may vary based on factors such as years of experience, skills and qualifications. Additionally, employees are eligible for an annual discretionary bonus and benefits including health and dental care, time off and Group RRSP/TFSA.

Please note: Only applications sent through our system will be processed. Our hiring process uses AI-enabled tools to support the screening and assessment of applications. All applicants are still reviewed by a skilled recruitment team. AI does not make hiring decisions. Human reviewers, who are trained to understand the limitations, potential risks, and possible biases associated with AI tools, evaluate all applications and AI-assisted results before any decision is made. If you have questions about how your information is processed in detail, feel free to contact us.