We are looking for a dedicated, ambitious and self-driven Customer Success Manager (CSM), Enterprise. As a CSM, you will report into one of our Directors of Customer Success and will assist customers in the realization of business value by leveraging Varicent’s tools. We’re looking for someone who has a deep understanding of customer engagement for SaaS solutions.

The CSM, Enterprise role will collaboratively drive success planning, adoption, change management, renewal, and expansion activities (both existing and growth products) with key Business Decision Makers and through Technical Decision Makers while helping to reduce implementation risk, drive usage of existing products, identify opportunities in her/his accounts for expansion, and document/track value realized throughout the lifecycle.

What You'll Do: 

The Customer Success Manager, Enterprise role will enable our customers to realize business value from their investment and make our customers passionate advocates of Varicent – both our company and our products. Key responsibilities include:
• Serve as the main point of contact and liaison between customers and Varicent
• Represent the voice of the customer (customer advocacy) to provide input into core Product, Marketing, and Sales processes
• Lead renewals and proactively identify expansion opportunities in each account to drive value both for the customer and for Varicent
• Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them
• Manage “success planning” at the program level by identifying, aligning on, and progressing key business priorities at each account, driving value realization across your portfolio of customers
• Be accountable to drive high usage of Varicent products within customers by driving the creation and execution of a thorough and action-oriented adoption plan
• Develop and leverage deep functional Varicent product expertise to increase the customer’s usage
• Build, maintain and leverage strong relationships with Business Decision Makers and Technical Decision Makers within each customer to influence solution adoption, create strong support for new opportunities, and secure their willingness to advocate on Varicent’s behalf
• Engage with your customer early in their lifecycle from onboarding through value realization – providing implementation oversight, change management coaching, success planning, and future vision setting with customers
• Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Varicent teams and be highly connected to Varicent SMEs throughout the customer’s lifecycle

What You'll Bring: 

• 5+ years of experience in Customer Success or Account Management in a SaaS or software company, particularly handling large enterprise accounts
• Passionate about the future of work, and positively impacting the working lives of people in large organizations
• Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
• Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
• Demonstrated ability to work independently while building strategic success plans to ensure the success of your customers and Varicent, and execute on the plan through well-defined tactics
• Proven ability to map the customer’s business process to product capabilities
• Strong interpersonal skills that establish trusted advisor relationships with customers
• Strong organizational/time management skills and the ability to manage multiple projects and/or a program simultaneously
• Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, ChurnZero, etc.
• Adaptable mindset, able to operate effectively with change
• Driven, self-motivated, enthusiastic, with a “can do” attitude
• Experience negotiating contracts and managing large renewals
• Cultural awareness and appreciation for diversity
• Bachelor’s degree with Information Technology/Business/Finance focus preferred
• Willingness to travel up to 10%

The expected base salary range for this role is $93,300.00 - $121,000 CAD and individuals may be eligible to participate in our variable compensation program.

*Final compensation may vary based on experience, skills, designations, and market conditions.

This posting is for existing vacancy

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.

Our Professional Services team is the leading provider in the Sales Performance Management space. We are a dynamic group of consultants, architects, and project managers who take pride in helping our clients get the most out of Varicent products by implementing solutions that meet their unique business and technical needs. Joining our practice means becoming part of a team that’s bold enough to chase experiences - like building, designing maintaining scalable compensation models for our customers, using Artificial Intelligence, captivating Visualizations, and unique and cutting-edge DB concepts. The Professional Services team at Varicent is committed to diversity, equity, and inclusion, and believes in the value of different experiences, perspectives, and voices.
In this role, you will work closely with our clients in many industries such as Financial Services, High Tech, Banking, Manufacturing, Retail, and Insurance to identify requirements all the way to the deploy phase for Sales Performance Management (SPM) solutions to meet their business and technical needs.

What You’ll Do:

· Use industry experience to gather and document business requirements and translate them into technical specifications
· Oversight of the project team and the project implementation/delivery
· Consume and analyze large amounts of data
· Ensure all deliverables arrive in good order, on time, and fulfil customers’ requirements as per project timelines and budget
· Communicate project progress to both internal and external stakeholders
· Author complete business and design documentation that leads to sign off
· Collaborate with our cross functional team to achieve sustainable project and product growth
· Provide accurate effort estimates for work to be completed and hold yourself accountable for the delivery.
· Support and mentor the development of junior consultants
· Enable your customers to effectively use and maintain the Varicent solution
· Design and build flexible and scalable compensation models using established proven practices
· Create elegant and accurate reports, workflows, and dashboards in Varicent
· Develop Extract/Transform/Load (ETL) processes for data preparation
·Identify areas that could impact other Varicent products throughout an implementation
· Document and communicate project status regularly to the Project Management team
· Coordinate and communicate with the customer’s project manager and project resources
· Guide customers towards proven / recommended approaches to satisfying their business needs
·Understand the product road map
· Travel to client sites domestically or internationally
·You will be key contributor for successful project delivery. From discovery to project completion, you will lead project teams to execute and guide our clients through their implementation experience.
·You will lead large-scale multi phase complex projects through entire implementation life cycle.

Success Outcomes:

Within 1 - 3 months, you will:

· Participate in new hire training, bootcamp
· Orient yourself with Varicent delivery methodology and key deliverables
· Have a good overview of the market, the customers, and the user personas
· Be engaged on a full-time project
· Increase familiarity with the Sales Planning product
· Complete build and configuration of intermediate or advanced deliverables within a project with quality against project timelines
· Participate in the Test phase of a project to diagnose and resolve defects

Within 6 months, you will:

· Lead medium-to-large scale implementation projects
· Participate in knowledge-sharing sessions within your immediate and broader teams
· Mentor new hires on product implementation and project methodology
· Stay up to date on product improvements
· Provide accurate effort estimates for work to be completed and hold yourself and your team accountable for the delivery.
·articulate key differences between various product capabilities and provide best practice guidance to team and customers
·Understand and communicate upstream or down stream impacts on platform projects

Within 1 year, you will:

· Prescriptively guide customers toward recommended approaches to satisfy requirements
· Provide governance and quality control over delivered work by yourself and other team members
· Present a project success presentation to the larger Professional Services organization
· Demonstrate the success of your work through customer feedback and internal feedback
· Become a subject matter expert in several aspects of Varicent ICM
· Provide accurate product feedback to Project Management teams

Skills
Mandatory:
• Bachelor’s Degree or higher in Business, Finance, Economics, Engineering, Computer Science, or a related field
• 5+ years of experience in Sales Operations, Revenue Operations, or Incentive Compensation Management
• Strong understanding of go-to-market strategies, sales processes, and compensation plan design
• Hands-on experience with CRM, ERP, or sales compensation tools (e.g., Salesforce, SAP, Oracle, Xactly, Callidus, Anaplan, or Varicent)
• Strong analytical skills and comfort working with large, complex data sets
• Excellent communication and storytelling skills to translate business needs into technical requirements and vice versa
• Customer-centric mindset with demonstrated experience supporting cross-functional stakeholders (Sales, Finance, HR, IT)
• Proven ability to work independently and manage competing priorities in fast-paced environments
Preferred:
• High energy with a drive to succeed
• Ability to adapt to evolving and changing processes
• Additional languages with working proficiency (with preference for French, German, Spanish)
• Proficiency with query-based languages (e.g., SQL) and relational databases

The expected base salary range for this role is $110,500 - $145,050* CAD, and individuals may be eligible to participate in our variable compensation program.

*Final compensation may vary based on experience, skills, designations, and market conditions.

This posting is for an existing vacancy.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.

The Generative AI Solutions Consultant accelerates the development, testing, and deployment of AI-powered solutions across Varicent by building agentic AI workflows. This role translates high-value business use cases into working technical prototypes and production-ready AI agents, while establishing monitoring and safety guardrails for deployed AI systems. In the first 6 months, this role is expected to deploy 15-20 production-ready agentic workflows that automate high-value internal processes and support in security focused “monitoring agents” creating a repeatable prototype-to-production pipeline for AI solutions. The role was created to enable and scale validated enterprise AI solutions across the organization.

KEY RESPONSIBILITIES

• Agentic AI & Workflow Automation
• Design and build agentic AI workflows that automate multi-step processes and decision flows
• Prototype AI agents that interact with internal systems, data sources, and tools
• Experiment with orchestration frameworks and agent-based architectures
• AI Prototyping & Proof of Concepts
• Rapidly develop agents based on the backlog established by each department
• Test and iterate on AI solutions to evaluate feasibility and impact
• Run structured experimentation to evaluate new AI capabilities and tools
• AI Security & Monitoring
• Support build of AI monitoring agents that detect anomalies, misuse, and operational risks in deployed AI workflows
• Partner with the AI Ops + Transformation Lead to define the AI security monitoring framework across agentic workflows
• Technical Solution Development
• Build lightweight applications and AI workflows using modern AI tools and APIs
• Implement automation using agent frameworks, APIs, and workflow orchestration tools
• Support integration with internal systems where required
• Collaborate with AI engineers to transition validated prototypes into production solutions
• AI Tool Experimentation
• Evaluate emerging AI technologies, tools, and frameworks
• Prototype new capabilities to determine practical applications
• Stay current on developments in agentic systems, LLM platforms, and AI automation tools

KNOWLEDGE, SKILLS & EXPERIENCE

• Required Experience
• Proven experience working with Generative AI tools, APIs, or LLM platforms
• Hands-on experience building prototypes, automations, or technical workflows
• Strong technical curiosity and demonstrated ability to experiment with emerging technologies
• Ability to translate business use cases into working technical prototypes

Required Technical Skills

• Experience building automation workflows or AI-enabled processes
• Experience working with APIs and integrating SaaS platforms
• Education
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent practical experience
• Nice to Have
• Experience building agentic AI systems or orchestration workflows
• Basic scripting or coding ability (Python, JavaScript, or similar)
• Familiarity with RAG architectures and vector databases
• Experience with automation platforms or internal tool development
• Ability to design lightweight detection systems for AI workflows

Success Outcomes

1 - 3 Months: Getting started

• Become fluent in Varicent’s operating model, leadership forums, and OKR structure.
• Successfully prepare and run Town Halls and leadership forums with clear follow-through.
• Ensure OKRs are accurately cascaded and tracked in Lattice.
• Identify priority process improvement and project support opportunities.

4 - 6 Months:

• Lead at least one end-to-end process improvement initiative.
• Provide project management support for one or more critical cross-functional initiatives.
• Contribute to operational dashboards and reporting used in leadership and board forums.
• Improve visibility into OKR progress and risks for leadership discussions.

7 Months & beyond:

• Drive measurable improvements in execution quality and process efficiency.
• Consistently deliver executive- and board-ready business preparation.
• Establish repeatable approaches for OKR tracking, process improvement, project support, and operational visibility.

The expected base salary range for this role is $104,300 - $136,800* CAD, and individuals may be eligible to participate in our variable compensation program.

*Final compensation may vary based on experience, skills, designations, and market conditions.

This posting is for an existing vacancy.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.

We are seeking a hands-on, strategic Director of IT Architecture to guide the evolution of our enterprise technology ecosystem in a rapidly growing organization.

This role reports to the VP of IT and serves as the architectural authority across infrastructure, enterprise platforms, endpoint management, and technology governance. This role will partner closely with Security, Compliance and the AI Team and Center of Excellence, to support the enablement of secure, scalable and well-integrated solutions within the enterprise environment.

The Director will define and execute a modern enterprise architecture strategy, lead software consolidation and value reclamation efforts, establish measurable performance frameworks, and build a strong internal architecture community while supporting an AI-first approach to technology.

This position blends strategic leadership with technical depth. The ideal candidate is comfortable setting enterprise standards while remaining engaged in design reviews, proof-of-concepts, complex cross-platform decisions and tier 3 hands-on technical support.

The role will also play an important part in helping the organization safely adopt emerging technologies by working closely with internal AI leaders, security, compliance, and business teams to translate experimentation into scalable enterprise solutions.

Core Responsibilities

1. Enterprise Architecture Strategy & Governance

· Define and execute a multi-year enterprise architecture roadmap aligned to company business priorities and growth.

· Establish architectural principles, standards, and reference patterns.

· Provide architectural oversight across SaaS platforms, infrastructure, endpoint management, identity, data, and integrations.

· Serve as the escalation point for complex, cross-functional technical decisions and problem resolution.

· Chair and formalize an Architecture Review Board (ARB).

· Help ensure emerging technologies, including AI-driven solutions, are introduced into the enterprise environment in a structured, secure, and scalable way.

2. Endpoint & Workforce Platform Architecture

· Provide architectural direction for workforce platforms, including:

· Hardware and approved software standards

· Management platforms (JAMF, Intune, Tenable, SysAid...)

· Standardize device lifecycle management, zero-touch provisioning, and compliance enforcement including patch management.

· Ensure endpoint architecture aligns with security and regulatory requirements while meeting the business need for flexibility.

· Drive automation and operational efficiency across device management processes.

3. Data Engineering & Data Architecture

· Provide architectural leadership for enterprise data foundations, including data lake strategy and modern data platforms.

· Establish scalable patterns for data ingestion, transformation, storage, and access.

· Define data engineering standards, tooling guidance, and integration frameworks.

· Develop and enforce data governance policies covering:

· Data quality and lineage

· Access controls and privacy

· Retention and lifecycle management

· Compliance with regulatory requirements

· Partner with Compliance, Security, RevOps and Operations teams to ensure data platforms support reporting, automation, and AI initiatives.

Additional Responsibilities & Experience

1. AI Enablement & Integration (In Partnership with Operations)

· Partner with the Operations AI team, which own the company’s AI strategy and use cases, to help operationalize an AI-first approach to technology across the enterprise.

· Ensure AI tools selected by internal business units are:

· Securely integrated into enterprise systems

· Governed according to data, compliance, and risk standards

· Architected for reliability, scale and maintainability

· Develop repeatable integration patterns for AI tools and automation platforms.

· Support evaluation of platforms in collaboration with the AI team, including exposure to large language model ecosystems such as Claude from Anthropic.

· Define guardrails for responsible AI usage in coordination with Compliance, Security and Operations.

· Establish architectural patterns and guardrails that allow teams to adopt emerging technologies safely while maintaining enterprise standards.

2. Infrastructure & Cloud Architecture

· Guide architectural direction across:

· Cloud platforms

· Identity and access management

· Networking and secure access

· Collaboration ecosystems

· Establish infrastructure standards emphasizing scalability, resilience, and automation.

· Promote Infrastructure-as-Code, change and configuration management best practices.

· Ensure architectural decisions support both current business needs and future company growth.

3. Software Consolidation & Value Reclamation

· Lead enterprise-wide software rationalization initiatives.

· Identify redundant platforms and overlapping capabilities.

· Reduce license sprawl and shadow IT.

· Drive vendor consolidation and contract optimization in partnership with Finance.

· Quantify savings, cost avoidance, and operational improvements.

4. Metrics & Performance Management

· Establish and manage a clear framework to measure architectural effectiveness, efficiency, and risk.

· Create appropriate KPIs, KRIs and OKRs to measure and drive improvements to the services provided focusing on reliability, modernization and others.

· Deliver concise operational dashboards that enable the team to manage the business effectively and create executive dashboards that link architecture decisions to business value, cost optimization, and risk reduction.

5. Build and Lead an Internal Architecture Community

· Establish and chair an Architecture Review Board.

· Create an approval process and forum for new software and hardware patterns to be added to the company portfolio.

· Develop architectural documentation standards and decision records.

· Mentor senior technologists and emerging architects.

· Foster cross-functional collaboration between IT and all other business units.

· Promote a culture of thoughtful standardization balanced with innovation.

· Act as a key architectural partner to the AI Steering Committee, helping translate successful AI experiments and use cases into scalable enterprise solutions.

Qualifications

1. Experience

· 12+ years in enterprise IT, with 5+ years in architecture leadership.

· Experience in mid-sized, scaling organizations (500–2000 employees).

· Demonstrated success leading platform modernization, data platform evolution, and consolidation initiatives.

· Strong experience in End User Computing management, SaaS ecosystem governance, infrastructure architecture, and data engineering patterns.

· Direct experience with endpoint management platforms such as Jamf and Intune.

2. Technical Expertise (including hands-on)

· Enterprise architecture frameworks and governance models

· Endpoint technology (Apple, Windows, Linux) and device lifecycle management

· Data lake and data engineering architecture

· Cloud and infrastructure architecture

· Identity and access management

· Risk and compliance considerations

· Familiarity with managing emerging technologies including AI and automation platforms and their integration into enterprise SaaS ecosystems.

3. Leadership Profile

· Strategic and systems-oriented thinker.

· Hands-on technologist who maintains credibility with engineering teams.

· Data-driven leader who manages through measurable outcomes.

· Effective cross-functional collaborator, particularly Security, Compliance and AI Operations, leadership and Center of Excellence.

· Strong executive communication skills.

· Comfortable working in environments where emerging technologies evolve rapidly, balancing experimentation with governance.

The expected base salary range for this role is  C$132,768.00 - C$ 165,960.00, and individuals may be eligible to participate in our variable compensation program.

*Final compensation may vary based on experience, skills, designations, and market conditions.

This posting is for an existing vacancy.

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.