Sr. Manager, Customer Success

Visier is seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers and help customers realize the full value of their investment. This role requires customer advocacy, operational excellence, and team development, focusing on customer outcomes, product adoption, and long-term growth. The ideal candidate will be based in Eastern Canada or further east.

Responsibilities:

• Lead a team of Customer Success Managers (CSMs) located in Canada, US, and EMEA.
• Drive product adoption and help customers realize measurable business outcomes.
• Drive talent development, succession planning, and career pathing for team members.
• Maximize product adoption and enable customers to achieve tangible business results.
• Create clarity during complex situations and help remove roadblocks to customer success.
• Ensure consistent execution of core Customer Success programs.
• 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.

Requirements:

• 3+ years leading a distributed team in Customer Success or a similar customer-facing SaaS function.
• A passion for helping customers achieve their goals through meaningful product adoption.
• Strong understanding of Success Plans, Business Reviews, and Risk Mitigation frameworks.
• Proficient in using customer data and success metrics to guide decisions.
• Proven ability to partner cross-functionally to ensure alignment across the customer journey.
• Comfortable managing team members and customer portfolios across multiple regions (US, Canada, EMEA).
• A track record of building high-performing teams, developing talent, and instilling accountability.
• Outstanding ability to navigate ambiguity and engage with all levels of an organization.

What Visier Offers:

• Opportunity to lead a team of Customer Success Managers.
• Chance to drive product adoption and help customers realize measurable business outcomes.
• Collaborative environment with cross-functional teams.