Client Success Manager Lead – BizApps Managed Services; Microsoft Dynamics 365 BC​/F&O​/CE, NetSu

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people‑first culture with a high priority on your personal and professional growth.

As a Client Success Manager Lead (Biz Apps Governance Lead), you will lead client success strategy, governance, and delivery excellence across a portfolio of Microsoft Business Applications (Dynamics 365, Power Platform, Net Suite) engagements. This role combines strategic client advisory, portfolio governance, delivery oversight, and people leadership to ensure clients realize measurable business value while maintaining high standards of operational excellence, compliance, and continuous improvement.

You will act as a trusted advisor to senior client stakeholders, establish governance frameworks, coach Client Success Managers, and drive consistency in delivery practices.

• Client Success Strategy & Executive Advisory
  • Serve as a strategic partner to executive stakeholders, aligning Biz Apps solutions with business objectives and transformation goals
  • Translate client business priorities into roadmaps, success plans, and measurable outcomes
  • Lead Executive Business Reviews (EBRs) to communicate value realization, ROI, and strategic direction
  • Build and maintain trusted, long‑term client relationships to drive retention and expansion
  • Identify opportunities for account growth, innovation, and additional services
• Governance & Delivery Oversight (Biz Apps Focus)
  • Establish and enforce governance frameworks for Biz Apps delivery, including portfolio governance, risk and issue management, change control, quality assurance standards
  • Ensure alignment with industry frameworks (e.g., ITIL, Agile, Dev Ops)
  • Oversee end‑to‑end delivery lifecycle (implementation through managed services transition)
  • Act as an escalation point for critical client and delivery issues
  • Drive standardization of tools, templates, and best practices across engagements
• Portfolio & Financial Management
  • Own a portfolio of strategic accounts, ensuring delivery against scope, timelines, and budgets
  • SLA and KPI compliance across engagements
  • Lead resource planning and capacity management across projects and managed services
  • Oversee financial performance, including forecasting, margins, billing, and renewals
  • Manage contracting, SOWs, and change requests
  • Balance business value, technical constraints, and client priorities in decision‑making
• Leadership & Team Development
  • Lead, mentor, and coach a team of Client Success Managers and delivery leads
  • Foster a culture of accountability, collaboration, and continuous improvement
  • Define roles, responsibilities, and team structures to support scalable delivery
  • Provide guidance on complex client scenarios, escalations, and negotiations
  • Support talent development through training, feedback, and career growth planning
• Operational Excellence & Continuous Improvement
  • Drive adoption of standard operating procedures, governance models, and delivery methodologies
  • Champion continuous improvement initiatives, identifying opportunities to optimize processes and tools
  • Ensure consistent use of Agile and/or waterfall delivery practices
  • ITIL processes (incident, problem, change, release)
  • Promote innovation and thought leadership in Biz Apps and client success practices
  • Leverage data and insights to improve client satisfaction and delivery performance
• Performance Management & Reporting
  • Define and track portfolio‑level KPIs, including customer satisfaction (CSAT/NPS), SLA compliance, delivery predictability, financial performance
  • Provide regular reporting and insights to internal leadership and clients
  • Ensure proactive risk identification and mitigation strategies
  • Maintain governance artifacts (status reports, risk logs, dashboards, etc.)

• Demonstrate BDO's core values through all aspects of your work:
  Integrity, Respect, Collaboration
• Understand your client’s industry, challenges, and opportunities; clients describe you as positive,…