Customer Success Manager

Varicent•Toronto, ON

About The Position

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! We are looking for a dedicated, ambitious and self-driven Customer Success Manager (CSM), Enterprise. As a CSM, you will report into one of our Directors of Customer Success and will assist customers in the realization of business value by leveraging Varicent’s tools. We’re looking for someone who has a deep understanding of customer engagement for SaaS solutions. The CSM, Enterprise role will collaboratively drive success planning, adoption, change management, renewal, and expansion activities (both existing and growth products) with key Business Decision Makers and through Technical Decision Makers while helping to reduce implementation risk, drive usage of existing products, identify opportunities in her/his accounts for expansion, and document/track value realized throughout the lifecycle.

Requirements

5+ years of experience in Customer Success or Account Management in a SaaS or software company, particularly handling large enterprise accounts
Passion for the future of work, and positively impacting the working lives of people in large organizations
Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
Demonstrated ability to work independently while building strategic success plans to ensure the success of your customers and Varicent, and execute on the plan through well-defined tactics
Proven ability to map the customer’s business process to product capabilities
Strong interpersonal skills that establish trusted advisor relationships with customers
Strong organizational/time management skills and the ability to manage multiple projects and/or a program simultaneously
Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, ChurnZero, etc.
Adaptable mindset, able to operate effectively with change
Driven, self-motivated, enthusiastic, with a “can do” attitude
Experience negotiating contracts and managing large renewals
Cultural awareness and appreciation for diversity
Bachelor’s degree with Information Technology/Business/Finance focus preferred

Responsibilities

Serve as the main point of contact and liaison between customers and Varicent
Represent the voice of the customer (customer advocacy) to provide input into core Product, Marketing, and Sales processes
Lead renewals and proactively identify expansion opportunities in each account to drive value both for the customer and for Varicent
Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them
Manage “success planning” at the program level by identifying, aligning on, and progressing key business priorities at each account, driving value realization across your portfolio of customers
Be accountable to drive high usage of Varicent products within customers by driving the creation and execution of a thorough and action-oriented adoption plan
Develop and leverage deep functional Varicent product expertise to increase the customer’s usage
Build, maintain and leverage strong relationships with Business Decision Makers and Technical Decision Makers within each customer to influence solution adoption, create strong support for new opportunities, and secure their willingness to advocate on Varicent’s behalf
Engage with your customer early in their lifecycle from onboarding through value realization – providing implementation oversight, change management coaching, success planning, and future vision setting with customers
Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Varicent teams and be highly connected to Varicent SMEs throughout the customer’s lifecycle