Manager, Client Success

Canada·EdmontonPermanent Employeemid

Customer Success ManagerCustomer

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Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day.

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Customer Success ManagerCustomer

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work!

We are looking for a dynamic and results-driven Manager, Client Success for our Edmonton branch! You'll have meaningful ownership of a portfolio of clients, the people who support them, and the business results that come with it. You'll lead teams, strengthen executive and operational client relationships, drive service excellence, manage financial performance, and help identify opportunities to grow and deepen our partnerships.

Success in this role means creating an environment where our people grow, our clients succeed, and our business performs.

Build trusted relationships with client business, technology, and executive stakeholders, understanding their challenges, desired outcomes, constraints, and measures of success

Provide visible client leadership by establishing clear expectations, commitments, governance, communication cadence, decision rights, and success criteria.Incorporate client context into discovery, solution validation, scope, pricing, resourcing, and delivery-readiness decisions to ensure successful outcomes

Partner with Sales, Architecture, Practice, Project Management, and Delivery teams to validate solution fit, delivery feasibility, and project success

Review and validate Statements of Work, estimates, resource plans, pricing, margins, assumptions, dependencies, milestones, acceptance criteria, and change controls

Apply risk-based governance to identify gaps, mitigate risks, resolve ambiguities, confirm delivery readiness, and ensure appropriate ownership of approvals and actions

Lead client feedback, escalations, lessons learned, and recovery efforts, driving accountability, transparency, timely resolution, and continuous improvement

Support strategic pursuits, proposal reviews, renewals, service expansions, and transitions from project-based work to managed services

Own assigned P&Ls, including revenue, costs, margins, forecasting accuracy, backlog, billing, revenue recognition, delivery risk, and overall client outcomes

Monitor project and financial performance, ensuring accurate project data, reporting, budgets, forecasts, billing schedules, and driving corrective action to protect margins and client confidence

Partner with Finance, Project Management, Resourcing, and Branch Leadership to strengthen project setup, fixed-fee discipline, forecasting, revenue recognition, delivery handoffs, capacity planning, recruiting, and resource utilization

Lead, coach, and develop team members through onboarding, feedback, career planning, succession planning, and capability development while fostering a culture of accountability, collaboration, continuous learning, innovation, and responsible AI adoption

10+ years of professional experience in a consulting, managed services, technology services, or client-facing IT environment

Progressive experience in IT consulting, project delivery, client success, solution governance or a related environment, including people leadership

Experience governing complex technology projects from discovery and solutioning through delivery, escalation and transition

Strong knowledge of SOWs, WBS, estimation, assumptions, change control, project financials, fixed-fee and time-and-materials models, and commercial risk

Proven financial acumen across revenue, cost, contribution margin, forecasting, backlog, utilization, pricing and variance management

Ability to build trust with executive, business and technical stakeholders and lead difficult conversations with clarity and confidence

Strong cross-functional judgment, communication, facilitation, negotiation, organization and decision-making skills

PMP, ITIL, consulting, financial or relevant technical certifications are assets

Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.