Senior Client Success Manager

We are seeking a Senior Client Success Manager to own the relationship and success of our largest, most complex clients — from signed deal through onboarding, go-live, and long-term adoption. In this role you will lead high-value, multi-phase implementations while serving as the client's trusted advisor and primary point of contact throughout the lifecycle and beyond. Because you'll be working with our most strategic accounts, you'll also play a hands-on role in shaping and improving how our Client Success team operates as we scale. The ideal candidate combines strong project management discipline with outstanding relationship and communication skills, and is comfortable translating between client needs and technical configuration.

RESPONSIBILITIES

Client Relationship & Success

• Own the end-to-end relationship for a portfolio of our largest, most complex accounts, acting as their primary point of contact from kickoff through ongoing adoption
• Serve as a trusted advisor, providing strategic guidance on best practices, adoption, and how to get the most value from the platform
• Drive long-term retention and growth by monitoring adoption, surfacing opportunities, and running executive check-ins and business reviews
• Manage client expectations and maintain clear, proactive communication throughout the engagement
• Own NRR targets to drive retention and upsells in your assigned accounts

Onboarding & Implementation Leadership

• Lead the discovery process for enterprise implementations, including requirements gathering, scope alignment, timeline development, and resource coordination
• Run kickoff, review, training, and go-live sessions, tailoring the approach to each client's size, structure, and program scope
• Guide the configuration team in translating client requirements into effective solutions, and assist with technical configuration where needed
• Manage multiple concurrent, multi-phase projects with substantial scope, keeping timelines, documentation, and status reporting on track
• Provide training to clients in a variety of formats (online, in-person, and through developing training materials)
• Travel to client locations primarily within North America (up to 20%)

Cross-Functional & Process

• Coordinate cross-functional teams — including Business Analysts and Product — to ensure timely delivery and a high-quality client experience
• Act as the liaison between clients, internal teams, and stakeholders, conducting regular meetings to maintain alignment and gather feedback
• Contribute to building and refining our Client Success playbook, tools, and processes as the team grows

REQUIREMENTS

• 3–5+ years of experience in project management and/or client success, ideally delivering software or SaaS to enterprise clients
• Proven track record managing complex, multi-phase client engagements or implementations, often several at once
• Exceptional stakeholder management and communication skills, including the ability to present effectively to executive teams
• Strong organizational and project management discipline, with proficiency in project management tools
• Ability to communicate technical concepts — including data and integration topics — clearly between clients and internal teams
• A proactive, ownership-driven mindset and comfort operating in a growing, evolving environment

PREFERRED

• Background in food safety or quality assurance (HACCP, SQF, BRC, etc.) — strongly preferred
• Prior experience in a Client Success, Account Management, or Implementation role
• Language proficiencies beyond English (Spanish, French)
• Experience with remote software deployments or SaaS implementation

WORK ENVIRONMENT

• Work hybrid in Calgary, flex between working from home or our open-concept office (a historic brick loft in Inglewood with free parking) with 2 days per week in office
• Take care of your health with medical, dental and health spending account benefits
• 15 vacation days
• Employee Stock Ownership Plan (ESOP) eligible based on performance
• Choose your device type (some of us are Mac people, some of us just want to PC)
• Have some fun getting to know your coworkers through company events and socials, both virtually and in person

ABOUT US

Provision is a food safety software platform dedicated to helping fresh produce operations streamline compliance documentation and leverage data insights to improve safety and quality outcomes. Since 2018, hundreds of global operations have embraced our solutions, earning us accolades like the AgSharks 2023 Audience Choice Award and the 2024 AgTech Breakthrough Award. Join us as we make food safer, daily.

We appreciate the interest of all candidates, however, only those selected for an interview will be contacted.