Senior, Customer Success Manager

Position Overview

Calian is seeking a highly experienced Senior Customer Success Manager to serve as the delivery leader and strategic partner for our cybersecurity 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 Calians 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 Calians 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

Bachelors 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

$120000-$150000

Vacancy

We have 1 available position.

Job Title: Senior Customer Success Manager
Requisition Number: 2185
Date: January 26 2026
Location 1: Toronto ON
Remote: Hybrid
Business Unit: IT & Cyber Solutions
Department: Information Systems & Information Technology
Job Type: Full-time
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