Senior Manager, Customer Success

KPMG•Toronto, ON

63d•$104,000 - $156,500

About The Position

At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world. KPMG Ignition is our innovation advisory offering support to various clients’ in exploring the art of the possible and build leading-edge solutions. We utilize exponential technologies, human-centered thinking, and business model innovations to unpack core business challenges and help clients seize opportunities in an era of rapid and disruptive change. We are looking for a Senior Manager, Customer Success to lead the adoption, enablement and ongoing support experience for our digital solutions across the Tax & Legal practice. This role plays a critical part in ensuring that the technology we build is not only delivered successfully, but also embraced by the people who use it – both internally and by our clients. You will lead the teams responsible for Change & Adoption and Customer Enablement, ensuring that new tools and capabilities are rolled out effectively, supported consistently, and continuously improved based on user feedback. You will focus on establishing the strategy, frameworks, and operating model for customer success and adoption across our digital portfolio. This role is ideal for someone who combines strong change leadership with operational discipline and a deep understanding of user experience in complex, fast-moving environments.

Requirements

8+ years of experience in change management, customer success, service operations or transformation roles
Experience leading or shaping large-scale adoption or enablement initiatives
Strong ability to influence stakeholders across business, technology, and operations teams
Experience working closely with product, engineering, or ITS teams
Excellent communication skills and the ability to translate complex change into practical actions
A customer-first mindset with a strong focus on outcomes and measurable impact

Nice To Haves

Experience in professional services or similarly complex environments is an asset

Responsibilities

Drive Adoption & Change
Define the approach for change management and adoption across digital transformation initiatives
Ensure new tools and capabilities are rolled out with strong readiness, training and communication plans
Partner with Digital Transformation teams to align change strategies with service line realities and user workflows
Strengthen Customer Enablement & Support Experience
Shape the enablement and support model for digital solutions, ensuring a seamless experience from rollout through ongoing usage
Partner closely with the ITS support team to ensure service levels, escalation pathways and support readiness are clearly defined
Monitor support trends and systemic issues to drive improvements
Design and scale and external client support framework, including defining the support model, processes, and team structure required to support client-facing digital solutions as the portfolio grows
Champion User Experience
Advocate for the needs of both internal practitioners and external clients
Track adoption metrics, user feedback, and support signals to identify opportunities for improvement
Translate insights into actionable recommendations for Product, Engineering, and Transformation teams
Build the Customer Success Function
Establish the operating model, processes, and success metrics for the Customer Success team
Oversee a team comprised of Change & Adoption, Communications, Learning and Change Enablement, driving alignment and execution