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Client Success Manager

IBM

Customer Service

Markham, ON, Canada

Posted on Mar 20, 2026

Introduction

At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.

Your role and responsibilities

As a Customer Success Manager for IBM’s Automation portfolio, you will guide clients in adopting, deploying, and realizing value across IBM’s end‑to‑end Automation solutions. This role is responsible for driving use cases, accelerating consumption, and strengthening long‑term client success across Business Automation, IT Automation, AIOps, Integration, and intelligent workflow solutions. You will act as a strategic advisor to clients, ensuring they maximize the value of their Automation investments while uncovering opportunities for expansion and renewal.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

Primary Responsibilities Include:

• Support Client Adoption Across the Automation Portfolio
Deliver guidance that helps clients deploy and adopt IBM’s full Automation suite—including Business Automation Workflow, Robotic Process Automation, Watsonx Orchestrate, AIOps, Instana, Integration, and Cloud Pak for Business Automation—ensuring fast time-to-value and measurable business outcomes.

• Drive Automation Use Cases & Expansion Paths
Identify, shape, and drive high‑value automation use cases through discovery sessions, adoption workshops, and prescriptive best practices. Demonstrate how IBM Automation capabilities can streamline operations, reduce manual work, and improve efficiency across the enterprise.

• Motivate Continuous Client Usage & Value Realization
Encourage ongoing usage of Automation products by helping clients unlock new capabilities, optimize configurations, and expand workflows. Ensure each client has a clear roadmap for scaling automation across teams and business functions.

• Lead Renewal & Health Conversations
Own proactive renewal motions by highlighting usage, ROI, and client outcomes. Drive value‑based conversations with stakeholders and ensure long‑term client alignment with IBM’s Automation strategy and roadmap.

• Foster Upsell & Cross‑Portfolio Opportunities
Identify opportunities for clients to extend automation into new areas—such as adding process mining, content services, observability, IT automation, or integration capabilities. Partner with sales and technical teams to translate client needs into expansion proposals.

• Serve as a Strategic Advisor on Automation Best Practices
Guide clients on governance, architecture, scaling patterns, and automation centers of excellence. Help organizations mature their automation programs and adopt IBM-recommended methodologies and frameworks.

• Coordinate IBM Resources to Accelerate Success
Work cross-functionally with technical sellers, architects, product specialists, and support teams to ensure clients receive a coordinated, seamless experience throughout their automation journey.

Preferred technical and professional experience

Maximo / IBM Asset Management Expertise
Strong working knowledge of IBM Maximo Application Suite (MAS), including deployment concepts, asset management workflows, monitoring, and integration capabilities. Ability to guide clients on best practices for scaling and optimizing Maximo across operational environments.
IT Automation & AIOps Experience
Hands‑on familiarity with IT automation solutions such as IBM Turbonomic, Instana, Watson AIOps, Ansible, or similar platforms. Understanding of event management, incident automation, observability, and IT operations workflows.
Broad Understanding of IBM’s Automation Portfolio
General knowledge of the wider IBM Automation suite—Business Automation Workflow, RPA, Process Mining, Content Services, Integration, and orchestration tools. Ability to speak to high‑level architecture, common use cases, and value drivers across the Automation ecosystem.
Ability to Lead Technical and Business Discussions
Comfortable explaining automation concepts to both technical practitioners and business stakeholders, aligning capabilities with client outcomes and ROI expectations.
Experience Supporting Software Adoption and Value Realization
Demonstrated experience in guiding clients through the software lifecycle—deployment, onboarding, usage growth, scaling patterns, and driving measurable value.
Strong Analytical and Problem‑Solving Skills
Capable of diagnosing adoption challenges, interpreting product usage data, and recommending technical or operational improvements.
Cross-Functional Collaboration Skills
Proven ability to partner with technical sellers, architects, support teams, and product SMEs to drive client success.
Customer Success or Technical Account Management Background
Experience working directly with enterprise clients in roles related to Customer Success, Professional Services, Technical Sales, or Solution Architecture.

ABOUT BUSINESS UNIT

IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

Must have the ability to work in Canada without sponsorship. For additional information about location requirements, please discuss with the recruiter following submission of your application.

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