Client Success Manager Lead (BizApps Governance Lead) As a Client Success Manager Lead, you will drive client success strategy, governance, and delivery excellence across Microsoft Business Applications (Dynamics 365, Power Platform, NetSuite) engagements. You will act as a trusted advisor to senior client stakeholders, establish governance frameworks, coach Client Success Managers, and ensure operational excellence, compliance, and continuous improvement. Key Responsibilities Client Success Strategy & Executive Advisory – serve as strategic partner to executive stakeholders, align BizApps solutions with business objectives and transformation goals. Lead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic direction. Build and maintain trusted client relationships to drive retention and expansion; identify opportunities for account growth, innovation, and additional services. Governance & Delivery Oversight – establish and enforce governance frameworks, portfolio governance, risk and issue management, change control, and quality assurance standards, ensuring alignment with ITIL, Agile, and DevOps. Oversee end-to-end delivery lifecycle, act as escalation point for critical issues, drive standardization of tools, templates, and best practices. Portfolio & Financial Management – own strategic accounts, deliver on scope, timelines, budgets, SLA/KPI compliance; lead resource planning, capacity management, forecasting, margins, billing, and renewals; manage contracting, SOWs, and change requests. Leadership & Team Development – lead, mentor, and coach a team of Client Success Managers and delivery leads; foster accountability, collaboration, continuous improvement; define roles, responsibilities, and team structures. Operational Excellence & Continuous Improvement – drive adoption of standard operating procedures, governance models, delivery methodologies; champion initiatives to optimize processes and tools; promote innovation in BizApps. Performance Management & Reporting – define and track portfolio‑level KPIs (CSAT/NPS, SLA, delivery predictability, financial performance); provide regular reporting and insights; ensure proactive risk mitigation; maintain governance artifacts. 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. Proven experience managing a team of direct reports, including mentoring/coaching, assigning work, and performance management. Experience managing multiple (25+) client portfolios and senior stakeholder engagement. Strong background in project/program management and managed services delivery. Demonstrated ability to lead and scale high‑performing teams, influence executive stakeholders, and 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 certification (NetSuite). Compensation Expected range: $115,000 to $165,000 per annum. Benefits and Rewards Competitive salary range $115,000 – $165,000 per year. Flexible benefits from day one. Market‑leading personal time off policy and wellness reimbursement. Opportunities for learning and professional development. Community engagement and volunteer support. Diversity, Equity & Inclusion We are committed to a workplace culture of respect, inclusion, and diversity. All employees are valued, and we support accommodations for applicants and employees. If you require accommodation to complete the application process, please contact us. #J-18808-Ljbffr