Client Success Manager Lead – BizApps Managed Services (Microsoft Dynamics 365 BC/F&O/CE, NetSuite, Power Platform)
BDO Canada · Montreal, Canada +3 · 3mo ago
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. This role is for an existing vacancy.
Key Responsibilities
1. 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 (EBRs) 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
2. 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 (e.g., ITIL, Agile, DevOps)
Oversee end-to-end delivery lifecycle (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
3. 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
4. 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 career growth planning
5. 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 and/or waterfall delivery practices
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
6. Performance Management & Reporting
Define and track portfolio-level KPIs, including:
Customer satisfaction (CSAT/NPS)
SLA compliance
Delivery predictability
Financial performance
Provide regular reporting and insights to internal leadership and clients
Ensure proactive risk identification and mitigation strategies
Maintain governance artifacts (status reports, risk logs, dashboards, etc.)
How do we define success for your role?
You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration
You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work
You identify, recommend, and are focused on effective service delivery to your clients
You share in an inclusive and engaging work environment that develops, retains and attracts talent
You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
You grow your expertise through learning and professional development
Your education and experience
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 and/or 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
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 related field
Preferred certifications:
PMP, Agile (CSM/SAFe), ITIL
Microsoft certifications (Dynamics 365 / Power Platform)
Oracle certifications (NetSuite)
Why BDO?
Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2026. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.
At BDO, our people experience is guided by three core pillars—Do work with genuine care, Do what matters with purpose, and Do what’s next - shaping how we support our people, serve our clients, and grow together.
Our firm is committed to providing an environment where you can be successful in the following ways:
- We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
- We help you become a better professional within our services, industries, and markets with extensive opportunities for learning and development.
- We support your achievement of personal goals outside of the office and making an impact on your community.
- We foster a collaborative, inclusive environment where your ideas are valued, and you can do your best work with genuine care and purpose
- We encourage innovation and forward thinking, empowering you to embrace what’s next and help shape the future of our firm
Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.
Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide comprehensive benefits from day one, and a flexible personal time off policy. We’re committed to supporting your overall wellbeing and provide reimbursement for wellness initiatives that fit your lifestyle.
Everyone counts: We are committed to creating a workplace where employees can participate fully, contribute meaningfully and succeed without barriers. We are dedicated to fostering a workplace defined by respect, fairness, and a true sense of belonging for everyone. We recognize and celebrate the unique experiences, identities, and perspectives that each of us bring – and that these experiences strengthen how we work together. Our commitment extends to ensuring that our application process is both inclusive and accessible. If you require accommodation to complete the application process, please contact us.
Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.
Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.
Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.
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