Customer Success Manager

Varicent Corporation; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Success Manager to drive value for enterprise clients through innovative SaaS solutions. This role involves collaborating with key decision-makers to ensure successful adoption and maximize the impact of the company's products. The ideal candidate will possess extensive experience in customer success management, a passion for enhancing client relationships, and a proactive approach to identifying growth opportunities. Join a diverse and dynamic team that values innovation and customer advocacy, and be part of a company that is redefining revenue optimization in the market.

Qualifications

• 5+ years of experience in Customer Success or Account Management in SaaS.
• Ability to build trust and communicate effectively with stakeholders.
• Strong organizational skills to manage multiple projects simultaneously.

Responsibilities

• Serve as the main contact between customers and Varicent.
• Lead renewals and identify expansion opportunities in accounts.
• Create success plans to drive value realization for customers.

Skills

Customer Success Management

Account Management

Communication Skills

Interpersonal Skills

Organizational Skills

Negotiation Skills

Adaptability

Education

Bachelor's Degree in Information Technology

Bachelor's Degree in Business

Bachelor's Degree in Finance

Tools

Salesforce

Gong

Zoom

Excel

PowerPoint

ChurnZero

Job description

At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at Varicent:

• Innovate with Purpose: Build impactful solutions for customers worldwide.
• Join Excellence: Work in a diverse, collaborative, and innovative team.
• Shape the Future: Lead in redefining revenue optimization.
• Grow Together: Unlock your potential in a supportive environment.

We are looking for a dedicated, ambitious and self-driven Customer Success Manager (CSM), Enterprise. As a CSM, you will report into one of our Directors of Customer Success and will assist customers in the realization of business value by leveraging Varicent’s tools. We’re looking for someone who has a deep understanding of customer engagement for SaaS solutions.

The CSM, Enterprise role will collaboratively drive success planning, adoption, change management, renewal, and expansion activities (both existing and growth products) with key Business Decision Makers and through Technical Decision Makers while helping to reduce implementation risk, drive usage of existing products, identify opportunities in her/his accounts for expansion, and document/track value realized throughout the lifecycle.

What You'll Do:

The Customer Success Manager, Enterprise role will enable our customers to realize business value from their investment and make our customers passionate advocates of Varicent – both our company and our products. Key responsibilities include:

1. Serve as the main point of contact and liaison between customers and Varicent
2. Represent the voice of the customer (customer advocacy) to provide input into core Product, Marketing, and Sales processes
3. Lead renewals and proactively identify expansion opportunities in each account to drive value both for the customer and for Varicent
4. Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them
5. Manage “success planning” at the program level by identifying, aligning on, and progressing key business priorities at each account, driving value realization across your portfolio of customers
6. Be accountable to drive high usage of Varicent products within customers by driving the creation and execution of a thorough and action-oriented adoption plan
7. Develop and leverage deep functional Varicent product expertise to increase the customer’s usage
8. Build, maintain and leverage strong relationships with Business Decision Makers and Technical Decision Makers within each customer to influence solution adoption, create strong support for new opportunities, and secure their willingness to advocate on Varicent’s behalf
9. Engage with your customer early in their lifecycle from onboarding through value realization – providing implementation oversight, change management coaching, success planning, and future vision setting with customers
10. Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Varicent teams and be highly connected to Varicent SMEs throughout the customer’s lifecycle

What You'll Bring:

1. 5+ years of experience in Customer Success or Account Management in a SaaS or software company, particularly handling large enterprise accounts
2. Passionate about the future of work, and positively impacting the working lives of people in large organizations
3. Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
4. Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
5. Demonstrated ability to work independently while building strategic success plans to ensure the success of your customers and Varicent, and execute on the plan through well-defined tactics
6. Proven ability to map the customer’s business process to product capabilities
7. Strong interpersonal skills that establish trusted advisor relationships with customers
8. Strong organizational/time management skills and the ability to manage multiple projects and/or a program simultaneously
9. Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, ChurnZero, etc.
10. Adaptable mindset, able to operate effectively with change
11. Driven, self-motivated, enthusiastic, with a “can do” attitude
12. Experience negotiating contracts and managing large renewals
13. Cultural awareness and appreciation for diversity
14. Bachelor’s degree with Information Technology/Business/Finance focus preferred
15. Willingness to travel up to 10%

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email [e-mail]

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