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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.

Client Success

Strategy &

• Executive Advisory Serve as a strategic partner to executive stakeholders, aligning BizApps solutions with business objectives and transformation goals 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 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 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 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, waterfall delivery practices, and ITIL processes (incident, problem, change, release) 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 Ensure proactive risk identification and mitigation strategies Maintain governance artifacts such as status reports, risk logs, and dashboards be described as positive, professional, and delivering high quality work Identify, recommend, and focus on effective service delivery to your clients Actively participate in adopting digital tools and strategies to drive an innovative workplace 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 Strong financial acumen (P&L;, forecasting, margin management) Exceptional communication, negotiation, and stakeholder management skills Bachelor’s degree in Information Technology, Business, Engineering or a related field PMP, Agile (CSM/SAFe), ITIL Microsoft certifications (Dynamics 365 / Power Platform) Oracle certifications (NetSuite) Competitive total cash compensation with performance‑based incentives Comprehensive perks 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 #

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