Senior Manager, Customer Success and Transformation
Description
Req Id: 433252
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
Summary
Are you an expert at ensuring customers succeed with new technology? Do you excel at leading teams and guiding clients through complex digital change—from initial training to long-term value realization powered by data? Reporting to the Director of Professional Services, CCaaS, you will be a key leader focused on driving the successful adoption, training, and optimization of our contact center solutions for Bell’s largest Enterprise clients.
We are seeking a high-caliber people leader who blends deep expertise in Customer Success, Change Management, Training, and Analytics to build and manage a high-performing team dedicated to transforming the enterprise customer experience.
Key Responsibilities
- Drive Customer Value and Growth: Proactively engage with enterprise clients to ensure they realize maximum value from their investment. Conduct regular business reviews to identify strategic upsell and expansion opportunities in partnership with the Sales and Customer Success (CSM) teams.
- Lead Adoption & Change Management: Develop and oversee comprehensive change management, training, and onboarding programs for Enterprise clients to ensure a smooth transition, rapid user adoption, and lasting success with the new CCaaS platform.
- Deliver Data-Driven Insights: Leverage analytics to monitor platform usage, measure business impact, and deliver data-driven insights and recommendations to clients, proving value and guiding their optimization strategy.
- Architect for Scale: Document and refine best practices to create repeatable, scalable frameworks for customer onboarding, training, and value realization that can be deployed across our Enterprise customer base.
- Collaborate and Influence: Act as a key integration lead, collaborating with clients, technology partners, and internal teams to ensure a seamless end-to-end customer journey.
- Lead and Inspire a High-Performing Team: Build, mentor, and manage a team of Customer Success and Change Management specialists. Foster a culture of continuous learning, drive employee engagement, and manage resource allocation and performance standards.
Critical Qualifications
- Deep CCaaS Knowledge: A strong understanding of the CCaaS ecosystem (e.g., Genesys Cloud, AWS Connect, NICE CXone) and the business problems it solves.
- Adoption & Change Management Expertise: Proven experience developing and executing change management strategies and user training programs for large-scale SaaS technology deployments.
- Customer Success Background: A minimum of 5 years of experience in Customer Success, Professional Services, Management Consulting, or a related role, with a clear focus on Enterprise-scale clients.
- Analytical Acumen: Strong analytical skills with experience using data to drive customer success, demonstrate ROI, and identify growth opportunities. Familiarity with contact center analytics is a major plus.
- Commercial Mindset: A proven ability to identify and support post-sale optimization, expansion, and upsell opportunities.
- Influential Communication: Outstanding communication, presentation, and stakeholder management skills, with a talent for building trusted advisor relationships with clients.
- Language Skills: Bilingualism (English/French) is an asset, particularly for roles based in Montreal.
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun
Work Arrangement: Full-time in office (meaning that you will be required to perform your work on-site)
Application Deadline: 11/20/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements.If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
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Created: Canada, ON, Mississauga
Bell, one of Canada's Top 100 Employers.