Customer Success Manager, Dynamics 365 Managed Services; Business , F&O & CE

Overview

We are looking for an experienced Customer Success Manager to lead Microsoft Dynamics 365 Business Central, F&O and/or CE managed services projects within our Solution Operations practice. The role will oversee a team that delivers new and ongoing engagements, own a portfolio of clients and their managed services programs, coach staff, and continuously improve service delivery.

• Strategic Customer Advisor – Lead collaboration, communication, creative thinking, and decision‑making to support customers’ strategy, negotiate growth and retention, translate business goals into actions, and identify new growth opportunities.
• Portfolio Management – Prioritize competing deliverables, lead engagements to successful completion, manage scope, budget, timeline, resources, contracts, change requests, and SOWs; act as escalation point and ensure compliance with SLAs and KPIs.
• Performance Tracking & Reporting – Monitor KPIs, budgets, and cost management strategies; report status, billings, invoicing, payment collection, and contract renewals.
• Process & Standards Adherence – Apply ITIL principles for incident, problem, change, and release management; update standard operating procedures; provide coaching and conflict resolution.
• Continuous Improvement & Innovation – Stay current on Microsoft Business Apps developments, identify improvement opportunities, and contribute to thought leadership.
• Leadership & Strategic Value – Own delivery quality, client satisfaction, and portfolio health; conduct executive business reviews, showcase ROI and strategic value.

• Extensive experience with Microsoft Dynamics 365 managed services (Business Central, F&O and/or CE).
• 5+ years of overall experience in ERP and CRM technology within client‑success, project‑management or technical‑support roles.
• Proven track record of managing ERP/CRM projects from initiation through implementation and transition to operations.
• ERP/CRM product certifications are a strong asset.
• Experience interacting with senior leadership in an enterprise organization.
• Agile (CSM), ITIL or PMP certification preferred.
• Bachelor’s, Diploma or degree in Information Technology, Business Management or Project Management preferred.
• If you require accommodation to complete the application process, please contact us.

Annual salary range: $84,000 to $128,000.