Vice President, Customer Success

Location: Toronto, Canada (Canadian candidates only)
Employment Type: Full-Time
Compensation: $125k-$140k, based on experience
Travel: Up to 25%

We're seeking an experienced Vice President of Customer Success to lead client relationships, customer retention, and delivery excellence across a global professional services organization.

This executive leadership position will oversee the entire customer lifecycle, from implementation and post-go-live support through ongoing optimization, renewals, and long-term account growth.

The ideal candidate brings extensive experience leading customer-facing professional services and delivery organizations, with a strong background in ERP/CRM implementations, executive relationship management, and customer success strategy.

Working closely with Sales, Delivery, and executive leadership, this individual will ensure exceptional client experiences, strengthen strategic partnerships, identify opportunities for account expansion, and maintain profitability across the client portfolio.

• Own overall client health, satisfaction, and retention across a portfolio of strategic accounts.

• Lead delivery excellence, ensuring engagements are completed on scope, on time, within budget, and according to established quality standards.

• Build and maintain strong executive-level relationships, serving as a trusted advisor to key client stakeholders.

• Oversee the complete post-implementation customer lifecycle, including hypercare transitions, ongoing support, quarterly business reviews (QBRs), renewals, and escalations.

• Monitor customer success metrics, including NPS, CSAT, retention, and churn, alongside project delivery KPIs.

• Align team capabilities and resource allocation with client requirements and business demand.

• Identify organizational skill gaps and develop strategies to address them through coaching, training, and strategic hiring.

• Mentor and develop delivery leaders to improve customer satisfaction and operational performance.

• Identify opportunities to expand client relationships through follow-on projects, additional services, and account growth.

• Develop a strong portfolio of referenceable clients and customer advocates.

• Oversee portfolio profitability, financial performance, resource utilization, and operational efficiency.

• 10+ years of professional services leadership experience.

• 7-8+ years of experience with systems implementations, integrations, or business process re-engineering.

• 8-10 years of experience working across ERP and CRM platforms, ideally including NetSuite and Salesforce.

• Demonstrated experience leading customer-facing delivery organizations and owning client success throughout the implementation and post-go-live lifecycle.

• Direct experience managing hypercare transitions, ongoing support, QBRs, renewals, and client escalations.

• Strong understanding of customer success metrics, including NPS, CSAT, retention, and churn.

• Experience managing distributed, cross-functional teams across multiple locations and concurrent client engagements.

• Experience with business analytics, financial performance management, and P&L ownership.

• Proven ability to build, mentor, and scale high-performing delivery and customer success teams.

• Excellent executive communication, relationship management, and client-facing leadership skills.

• Bachelor's or Master's degree in a relevant discipline, or an MBA.

• Must currently reside in Toronto, Canada.

• Willingness to travel up to 25%.

• Experience leading client-facing professional services or customer success organizations where customer retention and satisfaction are primary performance measures.

• Broad implementation experience across ERP, CRM, AI, and productivity platforms.

• Familiarity with Microsoft technologies and AI-driven business solutions.

• Demonstrated success improving customer retention, reducing escalations, and strengthening executive client relationships.

• Experience turning satisfied customers into long-term business advocates and references.

• Ability to balance customer satisfaction, delivery performance, and portfolio profitability.

• Maintain consistently high customer satisfaction and retention across the client portfolio.

• Ensure engagements meet scope, schedule, budget, and quality expectations.

• Reduce early project terminations, escalations, and client dissatisfaction.

• Establish strategic accounts as long-term partnerships and referenceable customers.

• Proactively identify and address team capability gaps.

• Maintain portfolio profitability while driving continued account growth.

The ideal candidate is an established professional services executive who understands how to balance customer success, implementation delivery, account growth, and profitability.

They should have experience leading large or distributed client-facing teams, managing strategic executive relationships, and taking ownership of customer outcomes beyond the initial implementation. A strong ERP/CRM background, particularly with NetSuite and Salesforce, will be especially valuable.