About the role

Customer Success & Implementation Manager helping TLN, a workplace-learning technology provider, migrate customers to its next-generation platform. Leading onboarding, adoption, stakeholder relationships, and cross-functional delivery.

Responsibilities

Lead customers through the transition from TLN's legacy learning platform to its new platform, serving as the primary customer contact throughout implementation
Develop and manage implementation plans, project timelines, milestones, customer communications, and risk mitigation strategies
Facilitate discovery sessions, project kickoffs, implementation workshops, status meetings, and executive updates
Guide customers through change management, onboarding, training, and adoption activities
Build trusted relationships with customer stakeholders and serve as a strategic advisor throughout the customer lifecycle
Translate customer business objectives into implementation and success plans that deliver measurable value
Recommend best practices to improve platform adoption, engagement, and learning outcomes
Identify risks, remove roadblocks, and help customers solve business challenges
Coordinate cross-functional teams across Product, Sales, Support, and other internal stakeholders
Monitor implementation progress, customer health, and project milestones
Capture customer feedback and identify opportunities to improve implementation processes and customer experience
Lead multiple customer platform migrations from planning through launch
Develop repeatable implementation templates, processes, and best practices
Increase customer adoption and satisfaction through onboarding and strategic guidance
Contribute to the evolution of TLN's Customer Success function

5+ years of experience in Customer Success, Professional Services, Customer Implementation, Client Delivery, or SaaS Account Management
Experience leading software, LMS, HRIS, or enterprise SaaS implementations from kickoff through launch
Experience building and managing implementation plans, project timelines, milestones, risks, and stakeholder communications
Experience managing enterprise or mid-market customer relationships throughout onboarding, adoption, and ongoing success
Experience 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
Experience monitoring customer health and using adoption, usage, engagement, satisfaction, or renewal metrics to identify risks and opportunities
Proven ability to manage multiple customer implementations and priorities simultaneously
Strong change management, communication, and stakeholder management skills
Experience supporting customer retention, renewals, and account growth initiatives
Must reside in Canada or the USA
Consultative mindset focused on understanding customer business goals and recommending outcome-driven solutions
Ability to work cross-functionally with Sales, Product, Support, and other internal teams
Experience within Learning Technology, LMS, HR Tech, EdTech, or Enterprise SaaS environments is likely to be helpful

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): Extra tax-free dollars 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: learning on the job, taking on new challenges, and building skills that advance your career