VP, Delivery and Customer Success

As Vice President, Customer Success, you'll take the lead on client health across Appficiency's global delivery portfolio. This is a customer-first leadership role: you'll be the face of delivery excellence for our most strategic accounts, spending your time where it counts most - with clients and the teams who serve them. You'll build the kind of trust that turns successful implementations into long-term partnerships, and set the standard the rest of the organization looks to for keeping engagements on scope, on time, on budget, and on quality. We're looking for a delivery leader who has built their career inside project implementation or customer success - someone who knows what it takes to earn a client's confidence and keep it. What You'll Do • Own client health across your portfolio, building the kind of trust and consistency that keeps retention high and relationships strong for the long term • Champion end-to-end delivery excellence, ensuring every engagement is meticulously planned, resourced, and executed within scope, on time, on budget, and to Appficiency's quality standards • Cultivate deep, senior-level relationships with key stakeholders across your most strategic accounts, positioning yourself as a trusted advisor rather than just a delivery contact • Match your team's skill set to the demands of each engagement, building and maintaining a resource pool capable of scaling with the business • Identify skill gaps across the team both technical and interpersonal, and partner with fellow delivery leaders to close them through coaching, training, and targeted hiring • Provide the kind of direction and constructive feedback that helps your team consistently hit customer success KPIs, not just individual project milestones • Turn strong delivery into business growth, actively supporting the conversion of implementation engagements into follow-on opportunities • Build a client base that is referenceable, ensuring your accounts become some of Appficiency's strongest references • Manage your portfolio's profitability with the same rigor you apply to client satisfaction, balancing commercial outcomes with delivery excellence What You'll Bring • A career built in delivery or project-implementation leadership and customer success ownership - you've sat close enough to execution to know what it actually takes to keep a client happy • Direct experience owning the full client lifecycle post-go-live - hypercare transition, steady-state support, QBRs, renewal conversations, and escalation management • Comfort operating with customer health metrics (NPS, CSAT, retention/churn) as core performance indicators, alongside traditional delivery metrics like scope, time, and budget • 10+ years in Professional Services leadership, with 7-8 of those years hands-on in systems implementation, integration, or process re-engineering • 8-10 years working across ERP and CRM platforms such as NetSuite and Salesforce; familiarity with AI-driven or productivity solutions (e.g., the Microsoft ecosystem) is a strong plus • Experience managing distributed teams across multiple locations, onsite and remote, on concurrent projects spanning one or more industries • Strong command of business analytics, BI, and financial performance management, including fluency in reading and acting on P&L statements • A Bachelor's or Master's degree in a relevant field, or an MBA • Willingness to travel up to 25% of your time, with flexibility for specific client needs • Applicant must reside in Toronto Canada. What Will Set You Apart • A track record of leading client-facing delivery organizations where retention and satisfaction are the primary measures of success, not just project throughput • Deep, credible expertise across ERP, CRM, AI, and productivity platforms, built through real implementation experience across multiple industries • Strong executive presence - the kind that lets you walk into a C-suite conversation and leave with the client's confidence intact or restored • A demonstrated history of building, mentoring, and scaling delivery teams that consistently exceed client expectations • A proven ability to turn satisfied clients into active advocates, converting implementation work into long-term, referenceable partnerships What Success Looks Like • Your account portfolio consistently outperforms industry benchmarks for client retention, with false-starts and early terminations the exception, not the norm • Engagements across your portfolio are delivered on scope, on time, on budget, and to quality standard as a matter of course, not an aspiration • Strategic accounts become vocal advocates for Appficiency, actively referring new business and serving as references in sales conversations • Skill gaps across your team are identified early and closed proactively, keeping your delivery capability ahead of client demand • Your portfolio's profitability holds steady at target levels even as the book of business grows