Senior, Customer Success Manager
Decisive Technologies
Sales & Business Development, Customer Service
Toronto, ON, Canada
Posted on Mar 11, 2026
Position Overview
Calian is seeking a highly experienced Senior Customer Success Manager to serve as the delivery leader and strategic partner for our cybersecurity customers. In this role, you will own execution of Customer Success Plans and contracted services, acting as the primary post-sales leader accountable for customer outcomes. You will work closely with Account Executives and cross-functional delivery teams to align Calian’s cybersecurity and managed services to customer business priorities, improve operational health, and drive adoption, retention, and growth.
Responsibilities
Build, maintain, and expand trusted advisor relationships with executive, business, and technical stakeholders
Serve as the primary post-sales delivery leader for assigned cybersecurity customers
Develop, execute, and evolve Customer Success Plans aligned to customer objectives, risk posture, and IT/security priorities
Own execution against Customer Success Plans and Statements of Work (SoWs), ensuring scope, entitlements, and outcomes are delivered
Lead Monthly Technical Reviews (MTRs), Quarterly Business Reviews (QBRs), and annual strategic planning sessions
Orchestrate cross-functional delivery programs across SOC, NOC, Consulting, Professional Services, and partner teams
Translate customer objectives into actionable delivery programs and coordinate resources to drive value realization
Lead executive-level value conversations connecting Calian’s cybersecurity strategy to customer business outcomes
Monitor customer operational health using SLAs, MTTR, health scorecards, and service performance metrics
Proactively identify, manage, and mitigate delivery, adoption, satisfaction, and renewal risks
Lead operational and strategic escalations end-to-end, owning communication and resolution
Partner with Account Executives on renewals, growth strategies, and service expansion opportunities
Identify opportunities for service adoption, optimization, and expansion aligned to customer goals
Mentor and coach junior Customer Success Managers and contribute to Customer Success playbooks and standards
Qualifications
Bachelor’s degree in Business, Information Technology, Cybersecurity, or equivalent professional experience
7+ years of experience in Customer Success, Service Delivery, Technical Account Management, Consulting, or similar roles
Proven experience managing complex enterprise or mid-market customers in cybersecurity, IT managed services, or cloud environments
Strong understanding of managed services delivery, including SLAs, MTTR, incident management, and operational health
Demonstrated ability to lead executive-level customer conversations and influence outcomes
Excellent communication, consulting, analytical, and problem-solving skills
Ability to manage multiple complex accounts while maintaining strong ownership and attention to detail
Self-motivated, proactive, and results-oriented mindset
Additional Requirements
Experience working with regulated industries is an asset
Familiarity with cloud and/or security partner ecosystems preferred
ITIL Foundation or equivalent service management certification preferred
Project Management (PMI or equivalent) certification preferred
Change management or transformation certification (e.g., Prosci) considered an asset
Experience with CRM, service management, and reporting tools such as Jira, Confluence, and dashboards
Compensation
$120,000-$150,000
Vacancy
We have 1 available position.
Calian is seeking a highly experienced Senior Customer Success Manager to serve as the delivery leader and strategic partner for our cybersecurity customers. In this role, you will own execution of Customer Success Plans and contracted services, acting as the primary post-sales leader accountable for customer outcomes. You will work closely with Account Executives and cross-functional delivery teams to align Calian’s cybersecurity and managed services to customer business priorities, improve operational health, and drive adoption, retention, and growth.
Responsibilities
Build, maintain, and expand trusted advisor relationships with executive, business, and technical stakeholders
Serve as the primary post-sales delivery leader for assigned cybersecurity customers
Develop, execute, and evolve Customer Success Plans aligned to customer objectives, risk posture, and IT/security priorities
Own execution against Customer Success Plans and Statements of Work (SoWs), ensuring scope, entitlements, and outcomes are delivered
Lead Monthly Technical Reviews (MTRs), Quarterly Business Reviews (QBRs), and annual strategic planning sessions
Orchestrate cross-functional delivery programs across SOC, NOC, Consulting, Professional Services, and partner teams
Translate customer objectives into actionable delivery programs and coordinate resources to drive value realization
Lead executive-level value conversations connecting Calian’s cybersecurity strategy to customer business outcomes
Monitor customer operational health using SLAs, MTTR, health scorecards, and service performance metrics
Proactively identify, manage, and mitigate delivery, adoption, satisfaction, and renewal risks
Lead operational and strategic escalations end-to-end, owning communication and resolution
Partner with Account Executives on renewals, growth strategies, and service expansion opportunities
Identify opportunities for service adoption, optimization, and expansion aligned to customer goals
Mentor and coach junior Customer Success Managers and contribute to Customer Success playbooks and standards
Qualifications
Bachelor’s degree in Business, Information Technology, Cybersecurity, or equivalent professional experience
7+ years of experience in Customer Success, Service Delivery, Technical Account Management, Consulting, or similar roles
Proven experience managing complex enterprise or mid-market customers in cybersecurity, IT managed services, or cloud environments
Strong understanding of managed services delivery, including SLAs, MTTR, incident management, and operational health
Demonstrated ability to lead executive-level customer conversations and influence outcomes
Excellent communication, consulting, analytical, and problem-solving skills
Ability to manage multiple complex accounts while maintaining strong ownership and attention to detail
Self-motivated, proactive, and results-oriented mindset
Additional Requirements
Experience working with regulated industries is an asset
Familiarity with cloud and/or security partner ecosystems preferred
ITIL Foundation or equivalent service management certification preferred
Project Management (PMI or equivalent) certification preferred
Change management or transformation certification (e.g., Prosci) considered an asset
Experience with CRM, service management, and reporting tools such as Jira, Confluence, and dashboards
Compensation
$120,000-$150,000
Vacancy
We have 1 available position.
