Senior Manager, Customer Success

Overview

At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference.

KPMG Ignition is our innovation advisory offering support to various clients’ in exploring the art of the possible and build leading-edge solutions. We utilize exponential technologies, human-centered thinking, and business model innovations to unpack core business challenges and help clients seize opportunities in an era of rapid and disruptive change.

We are looking for a Senior Manager, Customer Success to lead the adoption, enablement and ongoing support experience for our digital solutions across the Tax & Legal practice. This role plays a critical part in ensuring that the technology we build is not only delivered successfully, but also embraced by the people who use it – both internally and by our clients.

You will lead the teams responsible for Change & Adoption and Customer Enablement, ensuring that new tools and capabilities are rolled out effectively, supported consistently, and continuously improved based on user feedback. You will focus on establishing the strategy, frameworks, and operating model for customer success and adoption across our digital portfolio.

This role is ideal for someone who combines strong change leadership with operational discipline and a deep understanding of user experience in complex, fast-moving environments.

What you will do

Drive Adoption & Change

• Define the approach for change management and adoption across digital transformation initiatives
• Ensure new tools and capabilities are rolled out with strong readiness, training and communication plans
• Partner with Digital Transformation teams to align change strategies with service line realities and user workflows

Strengthen Customer Enablement & Support Experience

• Shape the enablement and support model for digital solutions, ensuring a seamless experience from rollout through ongoing usage
• Partner closely with the ITS support team to ensure service levels, escalation pathways and support readiness are clearly defined
• Monitor support trends and systemic issues to drive improvements
• Design and scale and external client support framework, including defining the support model, processes, and team structure required to support client-facing digital solutions as the portfolio grows

Champion User Experience

• Advocate for the needs of both internal practitioners and external clients
• Track adoption metrics, user feedback, and support signals to identify opportunities for improvement
• Translate insights into actionable recommendations for Product, Engineering, and Transformation teams

Build the Customer Success Function

• Establish the operating model, processes, and success metrics for the Customer Success team
• Oversee a team comprised of Change & Adoption, Communications, Learning and Change Enablement, driving alignment and execution

What you bring to the role

• 8+ years of experience in change management, customer success, service operations or transformation roles
• Experience leading or shaping large-scale adoption or enablement initiatives
• Strong ability to influence stakeholders across business, technology, and operations teams
• Experience working closely with product, engineering, or ITS teams
• Excellent communication skills and the ability to translate complex change into practical actions
• A customer-first mindset with a strong focus on outcomes and measurable impact
• Experience in professional services or similarly complex environments is an asset

KPMG Ontario Region Pay Range Information

The expected base salary range for this position is $104,000 to $156,500 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

Providing you with the support you need to be at your best

Our Values, The KPMG Way

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best.

Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process.

If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications.

However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology-first, people-driven firm.