Client Success Manager Lead – BizApps Managed Services

About the Role As a Client Success Manager Lead (BizApps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, NetSuite) engagements. Key Responsibilities • Client Success Strategy & Executive Advisory • Serve as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goals • Translate client business priorities into roadmaps, success plans, and measurable outcomes • Lead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic direction • Build and maintain trusted, long-term client relationships to drive retention and expansion • Identify opportunities for account growth, innovation, and additional services • Governance & Delivery Oversight (BizApps Focus) • Establish and enforce governance frameworks for BizApps delivery, including: • Portfolio governance • Risk and issue management • Change control • Quality assurance standards • Ensure alignment with industry frameworks (e.g., ITIL, Agile, DevOps) • Oversee end‑to‑end delivery lifecycle (implementation through managed services transition) • Act as an escalation point for critical client and delivery issues • Drive standardization of tools, templates, and best practices across engagements • Portfolio & Financial Management • Own a portfolio of strategic accounts, ensuring: • Delivery against scope, timelines, and budgets • SLA and KPI compliance across engagements • Lead resource planning and capacity management across projects and managed services • Oversee financial performance, including forecasting, margins, billing, and renewals • Manage contracting, SOWs, and change requests • Balance business value, technical constraints, and client priorities in decision‑making • Leadership & Team Development • Lead, mentor, and coach a team of Client Success Managers and delivery leads • Foster a culture of accountability, collaboration, and continuous improvement • Define roles, responsibilities, and team structures to support scalable delivery • Provide guidance on complex client scenarios, escalations, and negotiations • Support talent development through training, feedback, and career growth planning • Operational Excellence & Continuous Improvement • Drive adoption of standard operating procedures, governance models, and delivery methodologies • Champion continuous improvement initiatives, identifying opportunities to optimize processes and tools • Ensure consistent use of: • Agile and/or waterfall delivery practices • ITIL processes (incident, problem, change, release) • Promote innovation and thought leadership in BizApps and client success practices • Leverage data and insights to improve client satisfaction and delivery performance • Performance Management & Reporting • Define and track portfolio‑level KPIs, including: • Customer satisfaction (CSAT/NPS) • SLA compliance • Delivery predictability • Financial performance • Provide regular reporting and insights to internal leadership and clients • Ensure proactive risk identification and mitigation strategies • Maintain governance artifacts (status reports, risk logs, dashboards, etc.) Core Requirements • Education and Experience • 8–12+ years of experience in: • Client Success / Customer Success • Technology consulting or delivery leadership • ERP/CRM (Microsoft or Oracle preferred) • Experience and product knowledge of Microsoft Dynamics 365 (F&O, CE and/or Business Central) and/or Power Platform and/or NetSuite is required • Previous experience managing a team of direct reports, including mentoring/coaching, assigning work and performance management • Proven experience managing multiple (25+) client portfolios and senior stakeholders • Strong background in project/program management and managed services delivery • Leadership & Business Skills • Demonstrated ability to: • Lead and scale high‑performing teams • Influence executive stakeholders • Drive strategic client outcomes • Strong financial acumen (P&L, forecasting, margin management) • Exceptional communication, negotiation, and stakeholder management skills • Education & Certifications • Bachelor’s degree in Information Technology, Business, Engineering, or related field • Preferred certifications: • PMP, Agile (CSM/SAFe), ITIL • Microsoft certifications (Dynamics 365 / Power Platform) • Oracle certifications (NetSuite) The expected range of compensation for this role is $115,000 to $165,000 per annum. Why BDO? • We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada. • We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development. • We support your achievement of personal goals outside of the office and making an impact on your community. Everyone counts We believe every employee should have the opportunity to participate and succeed. Through leadership by our Diversity, Equity and Inclusion Leader, we are committed to a workplace culture of respect, inclusion, and diversity. We recognize and celebrate the valuable differences among each of us, including race, religious beliefs, physical or mental disabilities, age, place of origin, marital status, family status, gender or gender identity and sexual orientation. Flexibility All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place. Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. Code of Conduct Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.

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