Senior Customer Success & Implementation Manager

Accountabilities:

• • Lead customers through software implementations and platform migrations, acting as the primary point of contact from kickoff through launch.
  • Develop and manage implementation plans, project timelines, milestones, communications, dependencies, and risk mitigation strategies.
  • Facilitate discovery sessions, project kickoffs, implementation workshops, status meetings, training activities, and executive updates.
  • Guide customers through change management, onboarding, training, and adoption initiatives to ensure successful transitions and sustained platform engagement.
  • Build trusted relationships with customer stakeholders and serve as a strategic advisor throughout the customer lifecycle.
  • Translate customer objectives into practical implementation and success plans that drive measurable business value.
  • Recommend best practices to improve adoption, engagement, learning outcomes, and overall customer satisfaction.
  • Proactively identify customer risks, resolve roadblocks, and help address broader business challenges beyond technical issues.
  • Coordinate cross-functional teams across Sales, Product, Support, and other internal functions to deliver successful customer outcomes.
  • Monitor implementation progress, customer health, project milestones, and key success indicators while keeping stakeholders informed.
  • Capture customer feedback and translate insights into recommendations for improving implementation processes and the overall customer experience.
  • Manage multiple customer implementations and priorities simultaneously while maintaining high standards of communication and execution.
  • Develop repeatable implementation templates, processes, and best practices that improve scalability and consistency.
  • Contribute to the ongoing development of the Customer Success function and help establish processes that support future organizational growth.

  Requirements:

  • 5+ years of experience in Customer Success, Professional Services, Customer Implementation, Client Delivery, SaaS Account Management, Project Management, or a related customer-facing discipline.
  • Demonstrated experience leading software, LMS, HRIS, or enterprise SaaS implementations from project kickoff through launch.
  • Proven ability to build and manage implementation plans, timelines, milestones, risks, dependencies, 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, customer satisfaction, and measurable business outcomes.
  • Experience conducting Executive Business Reviews or Quarterly Business Reviews and presenting confidently to Director-, VP-, and executive-level stakeholders.
  • Strong understanding of customer health metrics, including adoption, usage, engagement, satisfaction, and renewal indicators.
  • Demonstrated ability to manage multiple concurrent customer implementations, projects, and priorities effectively.
  • Strong change management, communication, relationship-building, and stakeholder management skills.
  • Experience supporting customer retention, renewals, and account growth initiatives.
  • Bachelor's degree or equivalent practical experience preferred.
  • Consultative and solutions-oriented mindset with the ability to understand customer business goals and recommend effective approaches.
  • Strong cross-functional collaboration skills and the ability to work effectively with Sales, Product, Support, and other internal teams.
  • Experience in Learning Technology, Learning Management Systems, HR Technology, EdTech, or enterprise SaaS environments is preferred.
  • Must reside in the United States or Canada and be legally authorized to work in one of these countries.

  Benefits:

  • Competitive annual salary of $80,000–$100,000 CAD, based on experience and qualifications.
  • Remote-first work environment with flexible daily hours.
  • Flexible vacation policy to support time away and personal wellbeing.
  • Comprehensive medical benefits beginning within the first three months.
  • Healthcare Spending Account (HCSA) providing additional tax-free funds for eligible wellness needs; offerings vary by location and benefits package.
  • Employee Assistance Program with confidential 24/7 mental health and wellness support.
  • $100 monthly stipend toward phone and internet expenses.
  • Opportunity to contribute to the development of scalable Customer Success practices within a growing organization.
  • Collaborative environment with significant opportunities to influence customer outcomes and internal processes.