VP, Delivery and Customer Success

Appficiency Inc; Mississauga; Hybrid; CAD 170,000 - 230,000; Full time

Job summary

Appficiency Inc seeks a Vice President, Customer Success to lead client health across its global delivery portfolio. This senior role drives delivery excellence for strategic accounts, building trust and ensuring engagements stay on scope, on time, and on budget.

You will nurture senior relationships, align teams to engagement needs, drive profitable outcomes, and champion a culture where renewal and expansion follow successful implementations.

Qualifications

• 10+ years in professional services leadership.
• 7–8 years hands-on in systems implementation or integration.
• Experience with ERP/CRM platforms such as NetSuite and Salesforce.
• Willingness to travel up to 25%.
• Bachelor's degree or MBA preferred.

Responsibilities

• Own client health across your portfolio and build trust for long-term retention.
• Champion end-to-end delivery, ensuring scope, time, budget and quality.
• Cultivate senior relationships with key stakeholders.
• Match team skills to engagement needs and manage the resource pool.
• Identify skill gaps and close them via coaching and hiring.
• Provide direction and feedback to hit customer success KPIs and growth.
• Turn strong delivery into business growth with follow-on opportunities.
• Build referenceable client base with strong profitability across portfolio.
• Manage profitability while delivering delivery excellence.

Skills

Delivery leadership

Customer success ownership

Executive stakeholder management

NPS CSAT analytics

P&L financial literacy

Travel readiness

Education

Bachelor's degree

MBA

Tools

NetSuite

Salesforce

Microsoft 365

Job description

About Us

Appficiency is a global technology and professional services firm that solves complex business challenges through the intelligent application of enterprise software, automation, and AI. We're a proud Oracle NetSuite Alliance Partner; Salesforce Crest Partner; Microsoft Gold Certified Partner, and much more: our evolution has taken us well beyond a single platform, making us a multi-technology advisory and implementation partner across ERP, CRM, cloud platforms, and AI-driven solutions. What sets us apart is a "technical-first" approach, teams who understand both business logic and deep system architecture paired with a genuine belief that our people are our greatest strength, and that's who we invest in first.

The Opportunity

As Vice President, Customer Success, you'll take the lead on client health across Appficiency's global delivery portfolio. This is a customer-first leadership role: you'll be the face of delivery excellence for our most strategic accounts, spending your time where it counts most - with clients and the teams who serve them. You'll build the kind of trust that turns successful implementations into long-term partnerships, and set the standard the rest of the organization looks to for keeping engagements on scope, on time, on budget, and on quality. We're looking for a delivery leader who has built their career inside project implementation or customer success - someone who knows what it takes to earn a client's confidence and keep it.

What You’ll Do

• Own client health across your portfolio, building the kind of trust and consistency that keeps retention high and relationships strong for the long term
• Champion end-to-end delivery excellence, ensuring every engagement is meticulously planned, resourced, and executed within scope, on time, on budget, and to Appficiency's quality standards
• Cultivate deep, senior-level relationships with key stakeholders across your most strategic accounts, positioning yourself as a trusted advisor rather than just a delivery contact
• Match your team's skill set to the demands of each engagement, building and maintaining a resource pool capable of scaling with the business
• Identify skill gaps across the team both technical and interpersonal, and partner with fellow delivery leaders to close them through coaching, training, and targeted hiring
• Provide the kind of direction and constructive feedback that helps your team consistently hit customer success KPIs, not just individual project milestones
• Turn strong delivery into business growth, actively supporting the conversion of implementation engagements into follow-on opportunities
• Build a client base that is referenceable, ensuring your accounts become some of Appficiency's strongest references
• Manage your portfolio's profitability with the same rigor you apply to client satisfaction, balancing commercial outcomes with delivery excellence

What You’ll Bring

• A career built in delivery or project-implementation leadership and customer success ownership - you've sat close enough to execution to know what it actually takes to keep a client happy
• Direct experience owning the full client lifecycle post-go-live - hypercare transition, steady-state support, QBRs, renewal conversations, and escalation management
• Comfort operating with customer health metrics (NPS, CSAT, retention/churn) as core performance indicators, alongside traditional delivery metrics like scope, time, and budget
• 10+ years in Professional Services leadership, with 7-8 of those years hands-on in systems implementation, integration, or process re-engineering
• 8-10 years working across ERP and CRM platforms such as NetSuite and Salesforce; familiarity with AI-driven or productivity solutions (e.g., the Microsoft ecosystem) is a strong plus
• Experience managing distributed teams across multiple locations, onsite and remote, on concurrent projects spanning one or more industries
• Strong command of business analytics, BI, and financial performance management, including fluency in reading and acting on P&L statements
• A Bachelor's or Master's degree in a relevant field, or an MBA
• Willingness to travel up to 25% of your time, with flexibility for specific client needs
  
• Applicant must reside in Toronto Canada.

What Will Set You Apart

• A track record of leading client-facing delivery organizations where retention and satisfaction are the primary measures of success, not just project throughput
• Deep, credible expertise across ERP, CRM, AI, and productivity platforms, built through real implementation experience across multiple industries
• Strong executive presence - the kind that lets you walk into a C-suite conversation and leave with the client's confidence intact or restored
• A demonstrated history of building, mentoring, and scaling delivery teams that consistently exceed client expectations
• A proven ability to turn satisfied clients into active advocates, converting implementation work into long-term, referenceable partnerships

What Success Looks Like

• Your account portfolio consistently outperforms industry benchmarks for client retention, with false-starts and early terminations the exception, not the norm
• Engagements across your portfolio are delivered on scope, on time, on budget, and to quality standard as a matter of course, not an aspiration
• Strategic accounts become vocal advocates for Appficiency, actively referring new business and serving as references in sales conversations
• Skill gaps across your team are identified early and closed proactively, keeping your delivery capability ahead of client demand
• Your portfolio's profitability holds steady at target levels even as the book of business grows