About Calian

At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.

We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by solving real-world challenges, we want you on our team.

Job Type: Full Time

Position Overview

Calian is seeking a highly experienced Senior Customer Success Manager to serve as the delivery leader and strategic partner for our cybersecurity customers. In this role, you will own execution of Customer Success Plans and contracted services, acting as the primary post-sales leader accountable for customer outcomes. You will work closely with Account Executives and cross-functional delivery teams to align Calian’s cybersecurity and managed services to customer business priorities, improve operational health, and drive adoption, retention, and growth.

Responsibilities

Build, maintain, and expand trusted advisor relationships with executive, business, and technical stakeholders

Serve as the primary post-sales delivery leader for assigned cybersecurity customers

Develop, execute, and evolve Customer Success Plans aligned to customer objectives, risk posture, and IT/security priorities

Own execution against Customer Success Plans and Statements of Work (SoWs), ensuring scope, entitlements, and outcomes are delivered

Lead Monthly Technical Reviews (MTRs), Quarterly Business Reviews (QBRs), and annual strategic planning sessions

Orchestrate cross-functional delivery programs across SOC, NOC, Consulting, Professional Services, and partner teams

Translate customer objectives into actionable delivery programs and coordinate resources to drive value realization

Lead executive-level value conversations connecting Calian’s cybersecurity strategy to customer business outcomes

Monitor customer operational health using SLAs, MTTR, health scorecards, and service performance metrics

Proactively identify, manage, and mitigate delivery, adoption, satisfaction, and renewal risks

Lead operational and strategic escalations end-to-end, owning communication and resolution

Partner with Account Executives on renewals, growth strategies, and service expansion opportunities

Identify opportunities for service adoption, optimization, and expansion aligned to customer goals

Mentor and coach junior Customer Success Managers and contribute to Customer Success playbooks and standards

Qualifications

Bachelor’s degree in Business, Information Technology, Cybersecurity, or equivalent professional experience

7+ years of experience in Customer Success, Service Delivery, Technical Account Management, Consulting, or similar roles

Proven experience managing complex enterprise or mid-market customers in cybersecurity, IT managed services, or cloud environments

Strong understanding of managed services delivery, including SLAs, MTTR, incident management, and operational health

Demonstrated ability to lead executive-level customer conversations and influence outcomes

Excellent communication, consulting, analytical, and problem-solving skills

Ability to manage multiple complex accounts while maintaining strong ownership and attention to detail

Self-motivated, proactive, and results-oriented mindset

Additional Requirements

Experience working with regulated industries is an asset

Familiarity with cloud and/or security partner ecosystems preferred

ITIL Foundation or equivalent service management certification preferred

Project Management (PMI or equivalent) certification preferred

Change management or transformation certification (e.g., Prosci) considered an asset

Experience with CRM, service management, and reporting tools such as Jira, Confluence, and dashboards

Compensation

$120,000-$150,000

Vacancy

We have 1 available position.

#LI-SL1# #SF#

AI Usage Disclosure

At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.

How we hire

  • Our hiring process is designed to help us get to know you and discover if you are the best fit for our team. It’s also an opportunity for you to gauge if a role at Calian is the right fit for you.

    Throughout the process, we’ll share details of the kind of work you’ll be doing, the projects you’ll be working on, the team you’ll be joining, and what it’s like working at Calian. Our biggest tip throughout the process is to  just be your authentic self! 
  • Our commitment to diverse, yet highly specialized solutions require many different skills and abilities. We look for the best talent that can contribute to Calian’s success as well as enhance our  culture. We encourage you to apply to a role or join our talent community and sign up for job alerts that match your area of expertise and what you are looking for in your next opportunity.  

    During the recruiting process, you’re encouraged to notify us of any accommodations you may require. We’ll be happy to help. 

  • We give the same time and consideration to everyone who applies. Here are a few things you can do to ensure your application shines: 

    • Do your research on Calian, the department, and team you are looking to join 
    • Add a cover letter that explains why you are a good fit for this position  
    • Share a portfolio, personal websites, or links to your professional social media 
    • In your CV, highlight your key achievements – this is your time to brag 
    • Include dates! Share the timeline of your experience 
    • Stand out by tailoring your resume to each position you apply to  
    • Only apply to roles you’re genuinely interested in and that align to your experience 
    • Be prepared! Do your research on Calian, the department, and team you are looking to join
    • View the responsibilities for the role and find examples that demonstrate how you’ve completed these in your previous work  experience 
    • Prepare a list of questions to ask us 
    • Dress business casual for your interview (virtual and in person) 
    • We assess your skills and fit, you assess our fit for you 
    • We keep you updated and share expectations as we make progress in the recruiting cycle  
    • Feel free to reach out to your Talent Acquisition Specialist at any time during the hiring process