Client Success Manager Lead

Description:

As a Client Success Manager Lead (BizApps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, NetSuite) engagements.

This role combines strategic client advisory, portfolio governance, delivery oversight, and people leadership to ensure clients realize measurable business value while maintaining high standards of operational excellence, compliance, and continuous improvement.

You will act as a trusted advisor to senior client stakeholders, while also establishing governance frameworks, coaching Client Success Managers, and driving consistency in delivery practices. This role is for an existing vacancy.

Key Responsibilities

 Client Success Strategy & Executive Advisory
Serve as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goals
Translate client business priorities into roadmaps, success plans, and measurable outcomes
Lead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic direction
Build and maintain trusted, long-term client relationships to drive retention and expansion
Identify opportunities for account growth, innovation, and additional services
 Governance & Delivery Oversight (BizApps Focus)
Establish and enforce governance frameworks for BizApps delivery, including:
Portfolio governance
Risk and issue management
Change control
Quality assurance standards
Ensure alignment with industry frameworks (e.g., ITIL, Agile, DevOps)
Oversee end-to-end delivery lifecycle (implementation through managed services transition)
Act as an escalation point for critical client and delivery issues
Drive standardization of tools, templates, and best practices across engagements
 Portfolio & Financial Management
Own a portfolio of strategic accounts, ensuring:
Delivery against scope, timelines, and budgets
SLA and KPI compliance across engagements
Lead resource planning and capacity management across projects and managed services
Oversee financial performance, including forecasting, margins, billing, and renewals
Manage contracting, SOWs, and change requests
Balance business value, technical constraints, and client priorities in decision-making
 Leadership & Team Development
Lead, mentor, and coach a team of Client Success Managers and delivery leads
Foster a culture of accountability, collaboration, and continuous improvement
Define roles, responsibilities, and team structures to support scalable delivery
Provide guidance on complex client scenarios, escalations, and negotiations
Support talent development through training, feedback, and career growth planning
 Operational Excellence & Continuous Improvement
Drive adoption of standard operating procedures, governance models, and delivery methodologies
Champion continuous improvement initiatives, identifying opportunities to optimize processes and tools
Ensure consistent use of:
Agile and/or waterfall delivery practices
ITIL processes (incident, problem, change, release)
Promote innovation and thought leadership in BizApps and client success practices
Leverage data and insights to improve client satisfaction and delivery performance
 Performance Management & Reporting
Define and track portfolio-level KPIs, including:
Customer satisfaction (CSAT/NPS)
SLA compliance
Delivery predictability
Financial performance
Provide regular reporting and insights to internal leadership and clients
Ensure proactive risk identification and mitigation strategies
Maintain governance artifacts (status reports, risk logs, dashboards, etc.)

How do we define success for your role?

You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration
You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work
You identify, recommend, and are focused on effective service delivery to your clients
You share in an inclusive and engaging work environment that develops, retains and attracts talent
You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
You grow your expertise through learning and professional development

Core Requirements

Your education and experience

8–12+ years of experience in:
Client Success / Customer Success
Technology consulting or delivery leadership
ERP/CRM (Microsoft or Oracle preferred)
Experience and product knowledge of Microsoft Dynamics 365 (F&O, CE and/or Business Central) and/or Power Platform and/or NetSuite is required
Previous experience managing a team of direct reports, including mentoring/coaching, assigning work and performance management
Proven experience managing multiple (25+) client portfolios and senior stakeholders
Strong background in project/program management and managed services delivery