About Us
Appficiency is a global technology and professional services firm that solves complex business challenges through the intelligent application of enterprise software, automation, and AI. We're a proud Oracle NetSuite Alliance Partner; Salesforce Crest Partner; Microsoft Gold Certified Partner, and much more: our evolution has taken us well beyond a single platform, making us a multi-technology advisory and implementation partner across ERP, CRM, cloud platforms, and AI-driven solutions. What sets us apart is a "technical-first" approach, teams who understand both business logic and deep system architecture paired with a genuine belief that our people are our greatest strength, and that's who we invest in first.

The Opportunity
As Vice President, Customer Success, you'll take the lead on client health across Appficiency's global delivery portfolio. This is a customer-first leadership role: you'll be the face of delivery excellence for our most strategic accounts, spending your time where it counts most - with clients and the teams who serve them. You'll build the kind of trust that turns successful implementations into long-term partnerships, and set the standard the rest of the organization looks to for keeping engagements on scope, on time, on budget, and on quality. We're looking for a delivery leader who has built their career inside project implementation or customer success - someone who knows what it takes to earn a client's confidence and keep it.

What You’ll Do

Own client health across your portfolio, building the kind of trust and consistency that keeps retention high and relationships robust for the long term

Champion end-to-end delivery excellence, ensuring every engagement is meticulously planned, resourced, and executed within scope, on time, on budget, and to Appficiency's quality standards

Cultivate deep, senior-level relationships with key stakeholders across your most strategic accounts, positioning yourself as a trusted advisor rather than just a delivery contact

Match your team's skill set to the demands of each engagement,



building and maintaining a resource pool capable of scaling with the business

Identify skill gaps across the team both technical and interpersonal, and partner with fellow delivery leaders to close them through coaching, training, and targeted hiring

Provide the kind of direction and constructive feedback that helps your team consistently hit customer success KPIs, not just individual project milestones

Turn solid delivery into business growth, actively supporting the conversion of implementation engagements into follow-on opportunities

Build a client base that is referenceable, ensuring your accounts become some of Appficiency's strongest references

Manage your portfolio's profitability with the same rigor you apply to client satisfaction, balancing commercial outcomes with delivery excellence

What You’ll Bring

A career built in delivery or project-implementation leadership and customer success ownership - you've sat close enough to execution to know what it actually takes to keep a client happy

Direct experience owning the full client lifecycle post-go-live - hypercare transition, steady-state support, QBRs, renewal conversations, and escalation management

Comfort operating with customer health metrics (NPS, CSAT, retention/churn) as core performance indicators, alongside traditional delivery metrics like scope, time, and budget

10+ years in Professional Services leadership, with 7-8 of those years hands-on in systems implementation, integration, or process re-engineering

8-10 years working across ERP and CRM platforms such as NetSuite and Salesforce; familiarity with AI-driven or productivity solutions (e.g.,



the Microsoft ecosystem) is a strong plus

Experience managing distributed teams across multiple locations, onsite and remote, on concurrent projects spanning one or more industries

Strong command of business analytics, BI, and financial performance management, including fluency in reading and acting on P&L; statements

A Bachelor's or Master's degree in a relevant field, or an MBA

Willingness to travel up to 25% of your time, with flexibility for specific client needs

Applicant must reside in Toronto Canada.

What Will Set You Apart

A track record of leading client-facing delivery organizations where retention and satisfaction are the primary measures of success, not just project throughput

Deep, credible expertise across ERP, CRM, AI, and productivity platforms, built through real implementation experience across multiple industries

Strong executive presence - the kind that lets you walk into a C-suite conversation and leave with the client's confidence intact or restored

A demonstrated history of building, mentoring, and scaling delivery teams that consistently exceed client expectations

A proven ability to turn satisfied clients into active advocates, converting implementation work into long-term, referenceable partnerships

What Success Looks Like

Your account portfolio consistently outperforms industry benchmarks for client retention, with false-starts and early terminations the exception, not the norm

Engagements across your portfolio are delivered on scope, on time, on budget, and to quality standard as a matter of course, not an aspiration

Strategic accounts become vocal advocates for Appficiency, actively referring new business and serving as references in sales conversations

Skill gaps across your team are identified early and closed proactively, keeping your delivery capability ahead of client demand

Your portfolio's profitability holds steady at target levels even as the book of business grows

#J-18808-Ljbffr

📌 VP, Delivery and Customer Success (Ontario)
🏢 Appficiency
📍 Ontario