About this role.
Varicent is hiring a Senior Customer Success Manager to manage a portfolio of strategic enterprise customers in its Platinum Advantage Program. The role centers on executive stakeholder management, success planning, product adoption, value realization, retention, and identifying expansion opportunities for SaaS customers. This person will coordinate closely with Sales, Professional Services, Support, partners, and renewal teams to deliver measurable customer outcomes. Success requires consultative account leadership, strong cross-functional orchestration, and the ability to independently manage complex enterprise relationships.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader CA market for similar roles.
Core skills
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Sample interview questions
I would begin by mapping the customer’s business objectives, executive priorities, stakeholder roles, implementation status, adoption barriers, renewal timeline, and desired measurable outcomes. I would document milestones, ownership, risks, and success metrics in a shared plan, then establish a regular governance cadence to review progress and adjust priorities.
I would first validate the adoption data and meet with the relevant business and technical stakeholders to understand root causes, such as process gaps, enablement needs, unclear ownership, or configuration issues. I would then create a focused recovery plan with agreed actions, milestones, executive visibility, and measurable adoption targets while coordinating the appropriate internal teams.
I focus first on the customer’s stated business goals and demonstrated value gaps. When an additional capability can clearly help achieve a priority outcome, I frame it as a consultative recommendation supported by use cases, measurable impact, and stakeholder alignment, then partner with Sales to progress the opportunity appropriately.
I structure the review around outcomes rather than activity: strategic objectives, realized value, adoption and health trends, key risks, upcoming milestones, and forward-looking recommendations. I tailor the discussion to executive priorities, use clear evidence, and leave with documented decisions, owners, and next steps.
I prioritize according to customer risk, renewal timing, business impact, executive commitments, and opportunity value. I maintain accurate account health and action plans in the CRM, establish proactive operating rhythms, and escalate early when cross-functional support is needed to protect critical customer outcomes.
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.
This posting is for a new vacancy.
This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement — not replace — human decision-making.
Overview of Benefits:
- Health & Wellness— Comprehensive medical, dental, and vision coverage tailored to your local needs
- Time Off— PTO and public holidays to rest, recharge, and do what matters most
- Volunteer Days— Dedicated time to give back and support the communities that matter to you
- Ignite Days— Dedicated learning days to support continuous growth, skill development, and professional learning
- Financial— Compensation that reflects your market and your value
- Retirement— Retirement plans designed to help you build long-term financial security
- Tuition Assistance— Invest in your growth with support for continuing education and professional development
- Flexibility— Work where you thrive, with remote and hybrid options available across most regions
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com
Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact
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