Customer Success Manager, Dynamics 365 Managed Services in Toronto

Putting people first, every day 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.

Your Opportunity

As part of our rapidly expanding Solution Operations (Managed Services) practice, we are seeking an accomplished Customer Success Manager, with substantial experience in leading Microsoft Dynamics 365 Business Central, F&O and/or CE managed services projects. In this role, you will oversee and guide the team responsible for executing new and ongoing engagements and also own a portfolio of assigned clients and their managed services programs. You will coach staff, foster continuous improvement, and monitor and implement best practices to enhance service delivery.

Your responsibilities will include:

• Building relationships with clients, supporting them in realizing their business objectives.
• Managing their solution operations, compliance with SLAs and KPIs.
• Encouraging innovation and identifying opportunities for additional services.
• Applying Agile methodologies in daily operations, as well as ITIL principles.
• Accountable for all aspects of portfolio management, such as aligning with business outcomes, defining and managing scope, allocating resources, overseeing budgets, assessing risks, handling contracting, managing projects and teams, providing status updates, and driving account growth.

The ideal candidate is passionate about client service and building relationships, possesses excellent communication and collaboration skills, has strong learning, analytical thinking and problem-solving abilities, demonstrates a business-oriented approach, excels at team leadership and coaching, and is committed to driving advancements through continuous improvement and innovation.

Responsibilities:

• Strategic Customer Advisor: Proven leadership attributes such as collaboration, communication, creative thinking, and decision-making skills to support customers' strategy and vision.
• Effective negotiation skills to increase growth and retention, fostering trusted customer relationships.
• Proficiency in translating customer business goals into strategic actions and identifying new growth verticals.
• Clear, concise, and influential communication skills with excellent listening abilities.
• Strong business and financial acumen, supported by industry knowledge and understanding of account profitability.

Portfolio Management: Well-developed interpersonal, planning, and organizing skills, with the ability to prioritize competing deliverables across multiple customers. Lead and manage assigned engagements to successful completion, schedule and facilitate internal stand-ups and customer meetings, manage action, change, and risk registers for all engagements, and develop and manage delivery plans for every engagement.

Performance Tracking & Reporting: Track your portfolio of engagements against KPIs and proactively implement measures to ensure ongoing compliance. Monitor and improve SLA and KPI compliance by your team.

Process & Standards Adherence: Apply ITIL principles, adhere to standards & guidelines, document/update standard operating procedures, and provide support and guidance to the engagement team.

Continuous Improvement & Innovation: Identify areas of challenge or opportunity in client engagements and contribute to thought leadership.

Leadership & Strategic Value: Demonstrate value-driven delivery leadership by achieving meaningful outcomes and business value.

How do we define success for your role?

• You demonstrate BDO's core values through all aspects of your work: Curious, Learning, Collaborative & Kind.
• You understand your client’s industry, needs, challenges, and opportunities.
• You identify and recommend effective service delivery to your clients.
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
• You grow your expertise through learning and professional development.

Your experience and education:

• Extensive experience working with clients on Dynamics 365 managed services engagements.
• 5+ years of overall experience in ERP and CRM technology within client success management, project management, technical support or another related role.
• Proven experience in managing ERP and/or CRM from initiation through to implementation.
• Certification in ERP / CRM products is a strong asset.
• Agile Certification (CSM), ITIL or PMP preferred.
• Bachelors or Diploma or degree in Information technology, Business Management, Project Management preferred.

The expected range of compensation for this role is $97,000 to $147,000 per annum.

Why BDO?

Our people-first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2026. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.

At BDO, our people experience is guided by three core pillars—Do work with genuine care, Do what matters with purpose, and Do what’s next - shaping how we support our people, serve our clients, and grow together.

We are committed to creating a workplace where employees can participate fully, contribute meaningfully and succeed without barriers. We recognize and celebrate the unique experiences, identities, and perspectives that each of us bring – and that these experiences strengthen how we work together.

Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, the clients, and the public.