Senior Customer Success – Implementation Manager

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Guide customers through the transition from TLN's legacy learning platform to the new platform, acting as the primary point of contact throughout the implementation process.

• Create and oversee implementation plans, project timelines, milestones, customer communications, and strategies for risk mitigation.

• Facilitate discovery sessions, project kickoffs, implementation workshops, status meetings, and provide executive updates.

• Assist customers in navigating change management, onboarding, training, and adoption activities.

• Establish trusted relationships with customer stakeholders and function as a strategic advisor throughout the customer lifecycle.

• Convert customer business objectives into implementation and success plans that yield measurable value.

• Suggest best practices to enhance platform adoption, engagement, and learning outcomes.

• Recognize risks, eliminate obstacles, and assist customers in overcoming business challenges.

• Coordinate efforts across cross-functional teams including Product, Sales, Support, and other internal stakeholders.

• Track implementation progress, customer health, and project milestones.

• Gather customer feedback and pinpoint opportunities to enhance implementation processes and customer experience.

• Lead multiple customer platform migrations from the planning stage to launch.

• Create replicable implementation templates, processes, and best practices.

• Boost customer adoption and satisfaction through effective onboarding and strategic guidance.

• Contribute to the ongoing development of TLN's Customer Success function.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Professional Services, Customer Implementation, Client Delivery, or SaaS Account Management.

• Proven experience in leading software, LMS, HRIS, or enterprise SaaS implementations from kickoff to launch.

• Expertise in building and managing implementation plans, project timelines, milestones, risks, and communications with stakeholders.

• Experience in managing enterprise or mid-market customer relationships throughout onboarding, adoption, and ongoing success.

• Proficient in developing customer success plans and driving platform adoption, engagement, and business outcomes.

• Experience conducting Executive Business Reviews (EBRs/QBRs) and presenting to Director, VP, or executive-level stakeholders.

• Skilled in monitoring customer health and utilizing adoption, usage, engagement, satisfaction, or renewal metrics to identify risks and opportunities.

• Demonstrated ability to manage multiple customer implementations and priorities concurrently.

• Strong skills in change management, communication, and stakeholder management.

• Experience in supporting customer retention, renewals, and initiatives for account growth.

• Must reside in Canada or the USA.

• Consultative mindset focused on understanding customer business goals and recommending solutions that drive outcomes.

• Ability to collaborate cross-functionally with Sales, Product, Support, and other internal teams.

• Experience in Learning Technology, LMS, HR Tech, EdTech, or Enterprise SaaS environments is likely to be advantageous.

🏝️ Benefits

• Competitive salary: $80,000-$100,000 CAD.

• Remote-First Culture: Work from home with flexible daily hours.

• Flexible Vacation: Take the time you need to recharge.

• Comprehensive Health Plan: Full medical benefits starting within your first 3 months.

• Healthcare Spending Account (HCSA): Additional tax-free funds for your unique wellness needs (Canada), varies based on package selected in the USA.

• Employee Assistance Program (EAP): Confidential 24/7 mental health and wellness support.

• Stay Connected: $100 monthly stipend ($1200/year) for your phone and internet bills.

• Growth and Development: Opportunities for learning on the job, taking on new challenges, and building skills that advance your career.