Role Overview The Customer Success Manager at Incepta is responsible for leading end-to-end service delivery across multiple client engagements, ensuring operational excellence, scalable execution, and consistent high-quality outcomes aligned with client objectives. The role acts as a senior client partner, building trusted relationships, ensuring measurable value realization, and proactively addressing evolving business needs. By driving delivery rigour, governance, and client satisfaction, the Director enables account growth, strengthens long-term partnerships, and reinforces Incepta’s reputation for reliability and excellence.

Key Responsibilities:

Delivery Leadership & Operational Excellence

- Provide strategic leadership across multiple concurrent programs and delivery teams, ensuring alignment with organizational and client objectives.
- Own end-to-end delivery accountability from initiation through closure, ensuring scope, budget, timeline, and quality commitments are consistently met.
- Establish and continuously improve delivery governance, Agile practices, and operational frameworks to enable predictable and scalable execution.
- Act as the primary escalation point for complex delivery challenges, driving root-cause analysis, risk mitigation, and sustainable corrective actions.

Resource, Financial & Performance Management

- Lead resource planning, capacity forecasting, and utilization management to align talent with delivery demand.
- Optimize cross-functional team productivity while maintaining delivery quality and team engagement.
- Own delivery financial performance, including budgets, forecasting, cost controls, and margin optimization.
- Establish, track, and drive team KPIs across delivery health, utilization, quality,



and operational efficiency to ensure continuous improvement and accountability.

Executive Governance, Risk & Reporting

- Provide executive-level reporting on delivery performance, financials, risks, and mitigation strategies to internal leadership and client stakeholders.
- Proactively identify and manage delivery and operational risks to minimize business and client impact.

Client Partnership & Account Growth

- Serve as the executive point of contact for key accounts, building trusted, long-term strategic partnerships.
- Lead multi-threaded stakeholder engagement across client organizations, ensuring alignment between delivery outcomes and evolving business priorities.
- Drive measurable customer satisfaction, retention, and value realization through disciplined delivery execution.
- Partner with Sales and Customer Success teams to enable renewals, expansions, and upsell opportunities supported by delivery credibility and performance.
- Support pre-sales engagements by providing delivery strategy, feasibility assessments, and execution insights.

Customer Advocacy & Continuous Improvement

- Act as the voice of the customer internally, translating feedback into measurable service and delivery enhancements.
- Foster a customer-centric culture across delivery teams, promoting accountability, empathy, and continuous improvement.





Required Qualifications & Experience:

- 10+ years of progressive experience in delivery management, program/project management, or professional services leadership within technology-driven environments.
- Proven experience managing large, multi-project delivery portfolios and enterprise client engagements.
- Extensive experience working in Agile/Scrum and Kanban environments, with robust knowledge of SDLC frameworks across both traditional and agile methodologies.
- Experience defining and working with architecture methodologies, templates, and governance frameworks, with familiarity in enterprise architecture standards such as TOGAF.
- Understanding of IT service management principles aligned with ITIL frameworks, ensuring structured service delivery, incident management, change control, and continuous service improvement.
- Prior exposure to customer success, client engagement, or account management within IT services or digital transformation programs.
- Experience supporting pre-sales engagements, including solution discussions, effort estimation, and client requirement analysis.
- Familiarity with tools such as Jira, Confluence, and related Agile delivery platforms.
- Demonstrated leadership in risk management, problem-solving, and operational governance.
- Excellent interpersonal, executive presentation, and stakeholder management skills.
- Strong written and verbal communication skills, including the ability to prepare structured documentation and executive-level reporting.
- Bachelor’s degree in computer science or equivalent formal education with relevant technical and delivery management experience.

Work Location: In person

📌 Customer Success Manager (Toronto)
🏢 Incepta Solutions
📍 Toronto