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Senior Customer Success Manager

4 hours ago

Toronto, Ontario, Canada Equifax Full time

Synopsis of the role
The Senior Customer Success Manager plays a dual, critical role in optimizing the customer lifecycle for our most complex and high-value accounts, while simultaneously elevating the performance of the broader Customer Success team. This role is responsible for directly managing the strategic relationship and ensuring value realization for a flagship financial services client. Concurrently, act as a team leader and subject matter expert, mentoring CSMs, leading cross-functional process excellence, and translating successful strategies into repeatable best practices across the organization. The ultimate goal is to drive strategic net retention, scale expertise, and enhance the overall Customer Experience (CX) capability.

What You'll Do
Strategic Client Management & Value Realization (60%)

  • Own the Flagship Account: Directly manage the entire post-sale lifecycle for a large, high-profile financial institution, ensuring the client realizes maximum expected value from the complex EFX solution portfolio.
  • Executive Partnership: Partner with the Account Executive(s) to prepare, lead, and deliver Quarterly Business Reviews (QBRs) and Executive Steering Committee meetings with senior leaders (VP/CRO level) at the client organization.
  • Drive Adoption and Retention: Proactively manage account health, mitigate churn risk, and identify opportunities for deeper solution adoption to drive net retention for the most complex accounts.
  • Client Advocacy: Serve as the ultimate trusted advisor and escalation point for the strategic client, providing transparency and navigating complex issues from technical blockers to organizational alignment.

Peer Coaching & Process Excellence Leadership (40%)

  • Team Leader & Mentor: Act as the Subject Matter Expert (SME) for complex solutions and financial regulatory context, providing 1:1 mentorship and guidance to a cohort of CSMs on strategy, value framing, and risk management.
  • Lead Complex Project Management: Guide CSMs in overseeing post-sale implementation program management for highly complex, multi-divisional, or multi-geographical customer rollouts and assisting with any roadblocks.
  • Best Practice Synthesis: Translate the successful strategies and methodologies used with the high-profile financial client into repeatable best practices, playbooks, and training materials for the wider Customer Success team.
  • Voice of the Customer (VOC) Leadership: Own the coordination of internal Centers of Excellence (COE) teams and utilize VOC insights to strategically inform and influence product roadmap prioritization based on Tier 1 customer needs.
  • Issue Resolution Strategy: Strategically coordinate and manage the resolution of critical customer issues, teaching the team how to effectively leverage cross-functional teams (Product, IT, Legal) to deliver quick and comprehensive solutions

What Experience You Need

  • 7+ years of progressive experience in Customer Success, Strategic Account Management, or Management Consulting, with a proven focus on large-scale enterprise accounts.
  • Minimum 2 years of experience specifically working with Tier 1 financial institutions or highly regulated clients, managing complex, mission-critical solution adoption.
  • Demonstrated Team Leadership experience (informal or formal), including leading cross-functional task forces or mentoring junior team members.
  • Experience creating and driving structured processes in ambiguous, high-pressure environments.
  • Bachelor's degree in a related discipline or equivalent professional experience.

What Could Set You Apart

  • Financial Industry Knowledge: Strong understanding of the financial services sector, including common industry challenges, regulatory requirements (e.g., AML, KYC), and how complex technical solutions integrate into core banking or risk infrastructure.
  • Expert knowledge of Customer Success processes, playbooks, and metrics

This is a newly created position.