VP, Delivery and Customer Success

Appficiency is a global technology and professional services firm that solves complex business challenges through the intelligent application of enterprise software, automation, and AI. We're a proud Oracle Net Suite Alliance Partner;
Salesforce Crest Partner;
Microsoft Gold Certified Partner, and much more: our evolution has taken us well beyond a single platform, making us a multi-technology advisory and implementation partner across ERP, CRM, cloud platforms, and AI-driven solutions. What sets us apart is a "technical-first" approach, teams who understand both business logic and deep system architecture paired with a genuine belief that our people are our greatest strength, and that's who we invest in first.

As Vice President, Customer Success, you'll take the lead on client health across Appficiency's global delivery portfolio. This is a customer-first leadership role: you'll be the face of delivery excellence for our most strategic accounts, spending your time where it counts most - with clients and the teams who serve them. You'll build the kind of trust that turns successful implementations into long-term partnerships, and set the standard the rest of the organization looks to for keeping engagements on scope, on time, on budget, and on quality.

We're looking for a delivery leader who has built their career inside project implementation or customer success - someone who knows what it takes to earn a client's confidence and keep it.

• Own client health across your portfolio, building the kind of trust and consistency that keeps retention high and relationships strong for the long term
• Champion end-to-end delivery excellence, ensuring every engagement is meticulously planned, resourced, and executed within scope, on time, on budget, and to Appficiency's quality standards
• Cultivate deep, senior-level relationships with key stakeholders across your most strategic accounts, positioning yourself as a trusted advisor rather than just a delivery contact
• Match your team's skill set to the demands of each engagement, building and maintaining a resource pool capable of scaling with the business
• Identify skill gaps across the team both technical and interpersonal, and partner with fellow delivery leaders to close them through coaching, training, and targeted hiring
• Provide the kind of direction and constructive feedback that helps your team consistently hit customer success KPIs, not just individual project milestones
• Turn strong delivery into business growth, actively supporting the conversion of implementation engagements into follow-on opportunities
• Build a client base that is referenceable, ensuring your accounts become some of Appficiency's strongest references
• Manage your portfolio's profitability with the same rigor you apply to client satisfaction, balancing commercial outcomes with delivery excellence

• A career built in delivery or project-implementation leadership and customer success ownership - you've sat close enough to execution to know what it actually takes to keep a client happy
• Direct experience owning the full client lifecycle post-go-live - hypercare transition, steady-state support, QBRs, renewal conversations, and escalation management
• Comfort operating with customer health metrics (NPS, CSAT, retention/churn) as core performance indicators, alongside traditional delivery metrics like scope, time, and budget
• 10+ years in Professional Services leadership, with 7-8 of those years hands-on in systems implementation, integration, or process re-engineering
• 8-10 years working across ERP and CRM platforms such as Net Suite and Salesforce; familiarity with AI-driven or productivity solutions (e.g., the Microsoft ecosystem) is a strong plus
• Experience managing distributed teams across multiple locations, onsite and remote, on concurrent projects spanning one or more industries
• Strong command of business analytics, BI, and financial performance management, including fluency in reading and acting on P&L statements
• A Bachelor's or Master's degree in a relevant field, or an MBA
• Willingness to travel up to 25% of your time, with flexibility for specific client needs
• Applicant must reside in Toronto Canada.

• A track record of leading client-facing delivery organizations where retention and satisfaction are the primary measures of success, not just project throughput
• Deep, credible expertise across ERP, CRM, AI, and productivity platforms, built through real…