Senior Customer Success & Implementation Manager
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AI Summary
Lead customers through platform migrations and implementations while serving as their primary strategic advisor throughout the lifecycle. Coordinate cross-functional teams to ensure successful adoption, retention, and growth of the customer base.
About TLN
TLN helps organizations transform workplace learning through modern learning technology and expert support. We partner with customers across their entire journey, from implementation and onboarding through adoption, growth, and long-term success.
As our business grows and customers transition to our next-generation platform, we're investing in a world-class Customer Success function. This is an opportunity to join at a pivotal stage, helping shape processes, influence customer outcomes, and play a key role in building the future of customer success at TLN.
If you thrive in a role that combines relationship management, project leadership, strategic thinking, and customer advocacy, you'll find meaningful work and significant growth opportunities here.
Profile
We're looking for someone who combines customer relationship management, project leadership, and consultative problem-solving to deliver exceptional customer experiences.
This role owns the customer journey after the sale, including implementation, onboarding, adoption, executive stakeholder management, customer health, success planning, renewals and expansion opportunities.
Must-Have Qualifications
To be considered for this role, you must have:
- 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.
- A consultative mindset, focused on understanding customer business goals and recommending solutions that drive meaningful outcomes.
- A collaborative approach and the ability to work cross-functionally with Sales, Product, Support, and other internal teams.
- An interest in helping shape and grow a Customer Success function within a growing organization.
- Experience within Learning Technology, LMS, HR Tech, EdTech, or Enterprise SaaS environments.
Customer Implementation & Platform Migration
- Lead customers through the transition from TLN's legacy learning platform to our new platform, serving as the primary customer contact throughout the 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 to ensure a successful transition.
- Build trusted relationships with customer stakeholders and serve as their strategic advisor throughout the customer lifecycle.
- Translate customer business objectives into implementation and success plans that deliver measurable value.
- Recommend best practices that improve platform adoption, engagement, and overall learning outcomes.
- Proactively identify risks, remove roadblocks, and help customers solve business challenges not just technical issues.
- Coordinate cross-functional teams across Product, Sales, Support, and other internal stakeholders to deliver successful customer outcomes.
- Monitor implementation progress, customer health, and project milestones, ensuring customers remain informed and projects stay on schedule.
- Capture customer feedback and identify opportunities to improve implementation processes and the overall customer experience.
In your first year, you will:
- Successfully lead multiple customer platform migrations from planning through launch.
- Build strong, trusted relationships with key customer stakeholders.
- Develop repeatable implementation templates, processes, and best practices that. improve scalability.
- Increase customer adoption and satisfaction through effective onboarding and strategic guidance.
- Contribute to the evolution of TLN's Customer Success function and help establish a foundation for future growth.
- 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
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