Senior Customer Success Manager

varicent • Toronto - Remote

No Relocation

Posted: August 26, 2026

Job Description

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

Additional Content