Sr. Manager, Customer Success

Visier Solutions Inc; Toronto; On-site; CAD 135,000 - 175,000; Full time

Job summary

Visier Solutions Inc is seeking a Senior Manager of Customer Success to lead a distributed team that drives product adoption and customer value across enterprise accounts. This role emphasizes operational excellence, customer advocacy, and team development in a fast-paced SaaS environment, ensuring the success and satisfaction of a diverse customer base.

Qualifications

• 3+ years leading a distributed team in Customer Success or similar SaaS role.
• Strong understanding of Success Plans and Risk Mitigation frameworks.
• Ability to use customer data and success metrics to guide decisions.

Responsibilities

• Lead a team of Customer Success Managers across Canada, US, and EMEA.
• Drive product adoption and ensure measurable business outcomes.
• Oversee talent development and succession planning for team members.

Skills

Leadership Experience

Customer-Centric Mindset

Operational Excellence

Data Fluency

Collaborative Style

Global Perspective

Growth Orientation

Communication and Interpersonal Skills

Job description

Visier gives organizations a Workforce AI Edge : a set of AI-powered capabilities that help leaders understand the relationship between people and work, elevate the productivity of their employees, and win by adapting to change faster. The company is the global leader in AI-powered people analytics, workforce planning, and compensation management solutions. All Visier technology is underpinned by its Real-time People Data Platform, which uses AI to unlock the business-transforming potential of people data, work data, and the fusion of both.

Founded in 2010 by the pioneers of business intelligence, Visier has over 60,000 customers in 75 countries-including enterprises like BASF, Panasonic, Experian, Amgen, eBay, Ford Motor Company, and more.

As a Senior Manager, Customer Success at Visier, you will play a critical leadership role in helping our customers realize the full value of their investment. Reporting to the VP, Customer Success, you will lead a team of Customer Success Managers, enabling them to deliver proactive, strategic guidance to our clients. This role requires a strong blend of customer advocacy, operational excellence, and team development, with a focus on driving customer outcomes, product adoption, and long-term growth.

We're looking for someone based in Eastern Canada or further east, such as the Atlantic provinces or Newfoundland, so you're aligned with our customers and team you'll be leading.

What You'll Be Doing...

• 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.

What You Bring to the Table...

• 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.

Most importantly, you share our values...

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

The base pay range for this position in Canada is $135,000 - $175,000 / year + bonus.

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. 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.

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