About UsAppficiency is a global technology and qualified services firm that solves complex business challenges through the intelligent application of enterprise software, automation, and AI. We're a proud Oracle Net Suite 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 OpportunityAs 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 DoOwn client health across your portfolio, building the kind of trust and consistency that keeps retention high and relationships strong for the long termChampion 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 standardsCultivate deep, senior-level relationships with key stakeholders across your most strategic accounts, positioning yourself as a trusted advisor rather than just a delivery contactMatch your team's skill set to the demands of each engagement, building and maintaining a resource pool capable of scaling with the businessIdentify skill gaps across the team both technical and interpersonal, and partner with fellow delivery leaders to close them through coaching, training, and targeted hiringProvide the kind of direction and constructive feedback that helps your team consistently hit customer success KPIs, not just individual project milestonesTurn strong delivery into business growth, actively supporting the conversion of implementation engagements into follow-on opportunitiesBuild a client base that is referenceable, ensuring your accounts become some of Appficiency's strongest referencesManage your portfolio's profitability with the same rigor you apply to client satisfaction, balancing commercial outcomes with delivery excellenceWhat You’ll BringA 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 happyDirect experience owning the full client lifecycle post-go-live - hypercare transition, steady-state support, QBRs, renewal conversations,



and escalation managementComfort operating with customer health metrics (NPS, CSAT, retention/churn) as core performance indicators, alongside traditional delivery metrics like scope, time, and budget10+ years in Professional Services leadership, with 7-8 of those years hands-on in systems implementation, integration, or process re-engineering8-10 years working across ERP and CRM platforms such as Net Suite and Salesforce; familiarity with AI-driven or productivity solutions (e.G., the Microsoft ecosystem) is a strong plusExperience managing distributed teams across multiple locations, onsite and remote, on concurrent projects spanning one or more industriesStrong command of business analytics, BI, and financial performance management, including fluency in reading and acting on P&L statementsA Bachelor's or Master's degree in a relevant field, or an MBAWillingness to travel up to 25% of your time, with flexibility for specific client needsApplicant must reside in Toronto Canada.What Will Set You ApartA track record of leading client-facing delivery organizations where retention and satisfaction are the primary measures of success, not just project throughputDeep, credible expertise across ERP, CRM, AI, and productivity platforms, built through real implementation experience across multiple industriesStrong executive presence - the kind that lets you walk into a C-suite conversation and leave with the client's confidence intact or restoredA demonstrated history of building, mentoring, and scaling delivery teams that consistently exceed client expectationsA proven ability to turn satisfied clients into active advocates, converting implementation work into long-term, referenceable partnershipsWhat Success Looks LikeYour

📌 Vp, Delivery And Customer Success (Mississauga)
🏢 Appficiency
📍 Mississauga