Senior Manager, Customer Success

Summary

Join Visier as a Senior Manager, Customer Success and play a critical leadership role in helping customers realize the full value of their investment. Lead a team of Customer Success Managers, delivering proactive, strategic guidance to clients. This role demands a strong blend of customer advocacy, operational excellence, and team development, focusing on driving customer outcomes, product adoption, and long-term growth. The position is based in Eastern Canada and requires leading a team across Canada, the US, and EMEA. You will drive talent development, ensure consistent execution of core Customer Success programs, and maintain quality Executive Level Business Reviews. Collaboration with Sales, Product, Professional Services, Partners, and Support is essential for ensuring alignment throughout the customer journey. Visier offers a competitive salary and bonus structure.

Requirements

• Leadership Experience: 3+ years leading a distributed team in Customer Success or a similar customer-facing SaaS function, ideally within a company serving enterprise clients with complex use cases
• Customer-Centric Mindset: A passion for helping customers achieve their goals through meaningful product adoption, strategic planning, and measurable outcomes
• Operational Excellence: Strong understanding of Success Plans, Business Reviews, and Risk Mitigation frameworks—along with the ability to coach others to execute these with consistency and impact
• Data Fluency: Proficient in using customer data and success metrics to guide decisions, inform strategy, and communicate progress to stakeholders at all levels, including executive leadership
• Collaborative Style: Proven ability to partner cross-functionally to ensure alignment across the customer journey—working closely with Sales, Product, Support, and Professional Services
• Global Perspective: Comfortable managing team members and customer portfolios across multiple regions (US, Canada, EMEA), with cultural fluency
• Growth Orientation: A track record of building high-performing teams, developing talent, and instilling accountability in a fast-paced, evolving organization
• Communication and Interpersonal Skills: Outstanding ability to navigate ambiguity and engage with all levels of an organization

Responsibilities

• Lead a team of Customer Success Managers (CSMs) located in Canada, US, and EMEA, supporting Visier’s enterprise customer segment
• Ensure your team drives product adoption and helps customers realize measurable business outcomes and increased value realization through ongoing engagement and inspiration of use cases
• Demonstrate an elevated quality of oversight and accountability that results in high team performance as judged by NDR and OKR attainment
• Drive talent development, succession planning, and career pathing for team members
• Guide the team in maximizing product adoption and enabling customers to achieve tangible business results and enhanced value through continuous engagement and innovative use case application
• Create clarity during complex situations and help remove roadblocks to customer success
• Exercise superior judgment to make critical operational decisions for your team that directly impact departmental schedules, operational effectiveness, and the overall success of Visier's enterprise customer segment, potentially influencing broader business activities
• Ensure consistent execution of core Customer Success programs, including the successful use of Success Plans to drive value discussions, ROI, and verified outcome storytelling
• Maintain quality Executive Level Business Reviews and engagement at multiple levels
• Direct and oversee risk mitigation strategies and effective resolution of escalations
• Foster a team culture of team belonging, accountability, collaboration, and continuous improvement
• Collaborate cross-functionally with Sales, Product, Professional Services, Partners, and Support to ensure alignment and smooth transitions throughout the customer journey

Benefits

• The base pay range for this position in Canada is $135,000 - $175,000 / year + bonus
• Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role