Putting people first, every dayBDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award‑winning environment that fosters a people‑first culture with a high priority on your personal and professional growth.Your Opportunity
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.Key Responsibilities
Client Success Strategy & Executive Advisory
Serve as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goalsTranslate client business priorities into roadmaps, success plans, and measurable outcomesLead Executive Business Reviews to communicate value realization, ROI, and strategic directionBuild and maintain trusted, long‑term client relationships to drive retention and expansionIdentify opportunities for account growth, innovation, and additional services
Governance & Delivery Oversight (BizApps Focus)
Establish and enforce governance frameworks for BizApps delivery, including:
Portfolio governanceRisk and issue managementChange controlQuality assurance standards
Ensure alignment with industry frameworks such as ITIL, Agile, DevOpsOversee end‑to‑end delivery lifecycle from implementation through managed services transitionAct as an escalation point for critical client and delivery issuesDrive 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 engagementsLead resource planning and capacity management across projects and managed servicesOversee financial performance, including forecasting, margins, billing, and renewalsManage contracting, SOWs, and change requestsBalance 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 leadsFoster a culture of accountability, collaboration, and continuous improvementDefine roles, responsibilities, and team structures to support scalable deliveryProvide guidance on complex client scenarios, escalations, and negotiationsSupport talent development through training, feedback, and growth opportunities planning
Operational Excellence & Continuous Improvement
Drive adoption of standard operating procedures, governance models, and delivery methodologiesChampion continuous improvement initiatives, identifying opportunities to optimize processes and toolsEnsure consistent use of Agile, waterfall delivery practices, and ITIL processes (incident, problem, change, release)Promote innovation and thought leadership in BizApps and client success practicesLeverage 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, and financial performanceProvide regular reporting and insights to internal leadership and clientsEnsure proactive risk identification and mitigation strategiesMaintain governance artifacts such as status reports, risk logs, and dashboards
How do we define success for your role?




Demonstrate BDO's core values through all aspects of your work: Integrity, Respect, and CollaborationUnderstand your client’s industry, challenges, and opportunities;
be described as positive, professional, and delivering high quality workIdentify, recommend, and focus on effective service delivery to your clientsShare in an inclusive and engaging work environment that develops, retains, and attracts talentActively participate in adopting digital tools and strategies to drive an innovative workplaceGrow your expertise through learning and professional developmentCore Requirements
8–12+ years of experience in:
Client Success / Customer SuccessTechnology consulting or delivery leadershipERP/CRM (Microsoft or Oracle preferred)
Experience and product knowledge of Microsoft Dynamics 365 (F&O;, CE, Business Central) and/or Power Platform and/or NetSuite is requiredPrevious experience managing a team of direct reports, including mentoring/coaching, assigning work, and performance managementProven experience managing multiple (25+) client portfolios and senior stakeholdersStrong background in project/program management and managed services deliveryLeadership & Business Skills
Demonstrated ability to lead and scale high‑performing teams, influence executive stakeholders, and drive strategic client outcomesStrong financial acumen (P&L;, forecasting, margin management)Exceptional communication, negotiation, and stakeholder management skillsEducation & Certifications
Bachelor’s degree in Information Technology, Business, Engineering or a related fieldPreferred certifications:
PMP, Agile (CSM/Secure), ITILMicrosoft certifications (Dynamics 365 / Power Platform)Oracle certifications (NetSuite)
Benefits
Competitive total cash compensation with performance‑based incentivesComprehensive benefits from day one and a flexible personal time‑off policyWell‑being support and reimbursement for wellness initiatives that fit your lifestyleAccess to a collaborative, inclusive environment where ideas are valued and professional growth is supportedFlexible work arrangements: a blended approach that balances office, client site, and virtual work
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📌 Client Success Manager Lead – Bizapps Managed Services (Microsoft Dynamics 365 Bc/F&O/Ce, Netsu... (Winnipeg)
🏢 BDO Canada
📍 Winnipeg