Senior Customer Success Manager, Strategic Accounts

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.

Join us at Varicent—where your talent and ambition meet limitless opportunities for success!

Summary of the Role and Team

As a Senior Customer Success Manager, Strategic Accounts, you will join Varicent's Strategic Customer Success team and manage a portfolio of our most strategic customers within the Platinum Advantage Program.

Reporting to the Manager, Customer Success - Strategic, you will partner with executive stakeholders, business leaders, and technical teams to help customers achieve measurable business outcomes through the successful adoption of Varicent solutions.

This team supports a select portfolio of high-value enterprise customers, allowing Customer Success Managers to take a strategic, consultative approach focused on value realization, customer growth, retention, and long-term partnership development.

What You Will Be Doing

• Own a portfolio of strategic enterprise customers and serve as the primary Customer Success contact across the customer lifecycle
• Lead success planning initiatives that align customer business goals, stakeholders, risks, milestones, and measurable outcomes
• Build and maintain relationships with executive stakeholders, Business Decision Makers (BDMs), and Technical Decision Makers (TDMs)
• Drive product adoption and value realization by developing and executing customer-specific success and adoption plans
• Identify and support expansion opportunities that align with customer priorities and business objectives
• Partner with Sales, Professional Services, Support, Partner teams, and other internal stakeholders to support customer success initiatives
• Lead executive business reviews, strategic planning discussions, and customer outcome-focused engagements
• Maintain accurate customer health, engagement, business value, and account planning information within Customer Success platforms and CRM systems

What You Bring

• Experience managing enterprise or strategic customer relationships within a SaaS, technology, or business applications environment
• Experience leading executive stakeholder conversations and building relationships across multiple levels of customer organizations
• Demonstrated success driving customer adoption, retention, value realization, or business outcomes
• Experience identifying account growth, expansion, renewal, or customer development opportunities
• Ability to connect customer business objectives to technology solutions and measurable business impact
• Strong project coordination, stakeholder management, and problem-solving skills across complex initiatives
• Experience collaborating across cross-functional teams to achieve customer outcomes
• Bachelor's degree in Business, Information Technology, Finance, or equivalent experience

Success Outcomes

First 90 Days

• Build an understanding of Varicent's solutions, Customer Success methodology, strategic customer portfolio, and Platinum Advantage Program
• Establish relationships with assigned customers and key internal stakeholders
• Review customer success plans, business priorities, renewal timelines, and growth opportunities across assigned accounts
• Begin leading customer engagements focused on business goals, adoption, and value realization

Within 6 Months

• Independently manage strategic customer relationships across the assigned portfolio
• Ensure customers have documented success plans aligned to measurable business outcomes and executive priorities
• Demonstrate progress in adoption, customer engagement, value realization, and retention activities
• Partner effectively with Sales and Renewal teams to identify expansion opportunities and support renewal readiness
• Establish trusted relationships with executive stakeholders across assigned accounts

Within 12 Months

• Serve as a strategic advisor to customer executives and key stakeholders across the portfolio
• Demonstrate measurable impact on customer retention, adoption, expansion, and business outcome achievement
• Successfully manage a portfolio of strategic enterprise customers with minimal oversight
• Consistently identify growth opportunities and contribute to account expansion initiatives
• Act as the orchestrator across internal and external stakeholders to drive complex customer programs to successful outcomes

For this role, the estimated annual base salary range is between 120,700.00 - 158,400.00 CAD. In addition to base salary, our compensation package may include bonuses, commissions for eligible sales roles, and a comprehensive benefits package. The actual base salary will vary based on factors including individual qualifications and market data, as objectively assessed during the interview process.