Putting people first, every day
BDO 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 goals

Translate client business priorities into roadmaps, success plans, and measurable outcomes

Lead Executive Business Reviews 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 such as ITIL, Agile, DevOps

Oversee end‑to‑end delivery lifecycle from 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 growth opportunities 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, waterfall delivery practices, and 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, and financial performance

Provide regular reporting and insights to internal leadership and clients

Ensure proactive risk identification and mitigation strategies

Maintain 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 Collaboration

Understand your client’s industry, challenges, and opportunities; be described as positive, professional, and delivering high quality work

Identify, recommend, and focus on effective service delivery to your clients

Share in an inclusive and engaging work environment that develops, retains, and attracts talent

Actively participate in adopting digital tools and strategies to drive an innovative workplace

Grow your expertise through learning and career development

Core Requirements

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, 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

Leadership & Business Skills

Demonstrated ability to lead and scale high‑performing teams, influence executive stakeholders, and drive strategic client outcomes

Strong financial acumen (P&L;, forecasting, margin management)

Exceptional communication, negotiation, and stakeholder management skills

Education & Certifications

Bachelor’s degree in Information Technology, Business, Engineering or a related field

Preferred certifications:

PMP, Agile (CSM/SAFe), ITIL

Microsoft certifications (Dynamics 365 / Power Platform)

Oracle certifications (NetSuite)

Benefits

Competitive total cash compensation with performance‑based incentives

Comprehensive benefits from day one and a flexible personal time‑off policy

Well‑being support and reimbursement for wellness initiatives that fit your lifestyle

Access to a collaborative, inclusive environment where ideas are valued and professional growth is supported

Flexible work arrangements: a blended approach that balances office, client site, and virtual work

#J-18808-Ljbffr

📌 Client Success Manager Lead – BizApps Managed Services (Microsoft Dynamics 365 BC/F&O/CE, NetSu[...] (Nova Scotia)
🏢 BDO Canada
📍 Nova Scotia