Sr. VP of Customer Success – Remote Full Time

We’re building a team of thinkers and doers who thrive in the messy middle of technology and business. The kind of people who are curious by nature, see challenges as puzzles worth solving, and aren’t afraid to step into the unknown. You bring your whole brain to work. Whatever your discipline, you translate your expertise into real business impact, and you’re always looking for a better way to do it.

You’re energized by the pace of AI, see learning as part of life, and care deeply about the quality of your work. You take ownership, deliver results, and make the people around you better. You think critically, ask the right questions, and know how to navigate ambiguity without waiting to be told what to do, while also knowing when to adapt and break the mold to meet a unique challenge.
If that sounds like you, we’d love to meet you.

About the Role
This is a foundational leadership role at ConvergentIS. The Senior Vice President, Customer Success leads the entire post-sale organization across Implementation, Customer Success, and Support, and owns the outcomes our customers actually came to us for. You will sit at the executive table, partner directly with the CEO and the VP, GTM, and carry the customer relationship at the most senior level.

Our customers are running multi-year transformations on Rio. They are large organizations in oil and gas, utilities, mining, and the public sector, and the stakes are real. A successful enterprise software rollout protects revenue, simplifies operations, and unlocks years of compounding value. A compromised one drains executive attention and erodes trust. The job of this department is to land transformations.

You will step into a department mid-transformation. The outgoing leader is staying through the handover, which gives you a real window to step in deliberately. You will shape how Implementation, Customer Success, and Support work together, hire into the seats that need it, and own retention, expansion, and net retention as your primary metrics.

This role does not work in a silo. Customer outcomes at ConvergentIS depend on tight coordination across the executive bench. You will partner closely with our GTM team on sales handover, account expansion, and the moments where pursuit and post-sale need to be in lockstep. You will work hand in glove with Product on the customer feedback loop into Rio, surfacing patterns from the field that should shape the roadmap and translating roadmap reality back to customers honestly. And you will collaborate with Design on the experience patterns customers are navigating in implementation, because how customers feel using Rio is part of whether the transformation lands. We are looking for someone who shows up as a generous, clear, and direct partner across teams, closes loops without prompting, and treats peer relationships as load-bearing rather than nice-to-have.

This is not a generic SaaS Customer Success seat. We are looking for someone with the credibility of a transformation leader, the disposition of a trusted advisor, and the comfort to operate at executive altitude alongside us. If you have led ERP rollouts, sat at customer leadership tables, and built post-sale organizations that produced real outcomes, this is a role you will recognize.

What you’ll be doing

• Leading the Customer Success department end to end, across the Implementation, Customer Success, and Support teams
• Carrying the customer relationship at the executive level alongside the CEO and the VP GTM
• Owning retention, expansion, and net retention as your primary metrics
• Hiring and developing the Implementation Director, Customer Success Managers, and the broader department
• Shaping how the three teams hand off to each other across the customer lifecycle, from sales handover through go-live and into expansion
• Defending the implementation calendar against pressure that would compromise customer outcomes
• Partnering with GTM on expansion conversations and with Product on the customer feedback loop into Rio
• Coaching Implementation Leads and Customer Success Managers on transformation pattern recognition and executive engagement

What you’ll bring

• Fifteen plus years across procurement or supply chain transformation, with a mix of consulting and in-industry rollout experience, not just one or the other
• Partner-track or partner-level credibility in your career to date
• Hands-on familiarity with at least one large ERP cutover, ideally with a story about a near-miss you helped prevent
• A track record building post-sale organizations at SaaS or in transformation consulting
• Trusted-advisor disposition, with high listening and low self-orientation
• Industry depth in oil and gas, utilities, mining, or the public sector (preferred)
• Comfort with AI-native operating models and with a product company in transition
• The judgment to push back on customer pressure when the right answer is no, and the executive presence to make it land
• Credibility at the CEO, COO, CFO, and CPO table

Location and Hours
We are a global team headquartered in Calgary. Calgary-based candidates are preferred for this role given the executive engagement with our customer base, but Canada-remote is open for the right candidate. Our culture is flexible and no one is required to come into the office. Calgary team members tend to gather Tuesdays and Thursdays. Occasional customer site travel will be part of the role.

Our customers are across North America and the world, so flexibility on hours is part of the job. You should expect occasional working hour adjustments to meet customers where they are, and the comfort to manage your own schedule around what each engagement needs.

What We Offer
We take care of our people, because great work happens when people feel supported inside and outside of work.

• Competitive Compensation. We pay well because we hire well. Salaries are benchmarked to attract and retain top talent, and this role includes equity participation.
• Health and Wellness. Group health benefits including dental and vision coverage.
• Flexible Work. A distributed team with a Calgary home base. Work remotely, come into the office when it makes sense, manage your day around results.
• Paid Time Off. Generous vacation plus a company-wide shutdown between Christmas and New Year’s, fully unplugged.
• Home Office and Tech Support. Laptop covered and a monthly phone stipend.
• Team Events and Offsites. We invest in bringing the team together. Less awkward team-building, more genuinely good time with people you actually like working with.