Sr. Manager, Customer Success

Position Overview

• Location Type: Onsite (Eastern Canada or further east)
• Job Type: Full-time
• Salary: Not specified

Visier provides AI-powered capabilities to help leaders understand the relationship between people and work, elevate employee productivity, and adapt to change faster. As a global leader in AI-powered people analytics, workforce planning, and compensation management solutions, Visier's technology is built on its Real-time People Data Platform. Founded in 2010, Visier serves over 60,000 customers in 75 countries, including major enterprises.

As a Senior Manager, Customer Success, you will lead a team of Customer Success Managers (CSMs) to help Visier's customers realize the full value of their investment. This role requires a blend of customer advocacy, operational excellence, and team development, focusing on driving customer outcomes, product adoption, and long-term growth.

Requirements

• Leadership Experience: 3+ years leading a distributed team in Customer Success or a similar customer-facing SaaS function, preferably within a company serving enterprise clients with complex use cases.
• Customer-Centric Mindset: Passion for helping customers achieve goals through product adoption, strategic planning, and measurable outcomes.
• Operational Excellence: Strong understanding of Success Plans, Business Reviews, and Risk Mitigation frameworks, with the ability to coach others in their execution.
• Data Fluency: Proficient in using customer data and success metrics to guide decisions, inform strategy, and communicate progress to stakeholders, including executive leadership.

Responsibilities

• Lead a team of Customer Success Managers (CSMs) across Canada, US, and EMEA, supporting Visier’s enterprise customer segment.
• Ensure the team drives product adoption and helps customers achieve measurable business outcomes and increased value realization through ongoing engagement and inspiration of use cases.
• Provide high-quality oversight and accountability to achieve high team performance, measured by NDR and OKR attainment.
• Drive talent development, succession planning, and career pathing for team members.
• Guide the team in maximizing product adoption and enabling customers to achieve tangible business results and enhanced value through continuous engagement and innovative use case application.
• Create clarity in complex situations and remove roadblocks to customer success.
• Exercise superior judgment to make critical operational decisions for the team that impact departmental schedules, operational effectiveness, and the success of Visier's enterprise customer segment.
• Ensure consistent execution of core Customer Success programs, including the effective use of Success Plans to drive value discussions, ROI, and verified outcome storytelling.
• 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 belonging, accountability, collaboration, and continuous improvement.
• Collaborate cross-functionally with Sales, Product, Professional Services, Partners, and Support to ensure alignment and smooth transitions throughout the customer journey.

Company Information

Visier is the global leader in AI-powered people analytics, workforce planning, and compensation management solutions. Its technology is underpinned by its Real-time People Data Platform, which uses AI to unlock the business-transforming potential of people data, work data, and the fusion of both. Founded in 2010 by the pioneers of business intelligence, Visier has over 60,000 customers in 75 countries, including enterprises like BASF, Panasonic, Experian, Amgen, eBay, and Ford Motor Company.