Client Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Success Manager based in Canada.

This role sits at the intersection of customer success, learning strategy, and SaaS adoption.
You will manage strategic client relationships while helping organizations maximize the value of their learning technology investments.
The position combines relationship management with hands-on Learning & Development expertise to design and optimize impactful learning programs.
You will guide customers throughout their lifecycle, from onboarding and adoption through expansion, advocacy, and renewal.
Using data and business insight, you will connect learning outcomes and product usage to measurable organizational goals and ROI.
You’ll collaborate closely with Product, Support, Professional Services, and Account Management teams in a commercially minded environment.
This is an opportunity to become a trusted advisor to customers while directly influencing retention, growth, and learning outcomes.

Accountabilities

• Build trusted, strategic relationships with a portfolio of clients, strengthening long-term retention, loyalty, and customer value.
• Manage the full client lifecycle following onboarding, including adoption, expansion, advocacy, and renewal activities.
• Apply Learning & Development expertise to help clients design, implement, and optimize effective learning programs through an LMS.
• Consult with clients on learning strategy, program effectiveness, and best practices, connecting learning outcomes and platform usage to business objectives and measurable ROI.
• Deliver customer training, best-practice guidance, and enablement sessions that increase product adoption and customer capabilities.
• Proactively monitor client health, identify risks, manage escalations, and develop action plans to address challenges before they affect retention.
• Identify potential upsell and expansion opportunities and coordinate them with the Account Management team.
• Collaborate with Product, Support, Professional Services, and other internal stakeholders to resolve client needs and improve the overall customer experience.
• Maintain accurate client records, documentation, and relevant information across internal systems and customer success tools.

Requirements

• 4–6 years of experience in B2B SaaS, ideally within learning management, HR technology, EdTech, or related learning solutions.
• Professional experience in Learning & Development, including designing, delivering, and evaluating training or learning programs.
• Demonstrated ability to connect learning initiatives with measurable outcomes such as engagement, adoption, ROI, or broader business KPIs.
• Strong client-facing and consultative skills, with the ability to build relationships, influence stakeholders, align with executives, and solve complex customer challenges.
• Ability to translate technical concepts, SaaS functionality, and product capabilities into clear, accessible explanations for customers.
• Strong commercial and business acumen, with an understanding of how customer success contributes to retention and growth.
• Excellent time management, organization, and project management skills, with the ability to prioritize competing client needs.
• Working knowledge of SaaS environments, APIs, and core web technologies.
• Experience with customer success and productivity tools such as ChurnZero, Salesforce, Jira, or Zendesk is an asset.
• Additional experience in change management, enablement, instructional design, or advising clients on LMS and L&D ecosystem best practices is preferred.

Benefits

• Fully remote-first work environment with flexible working arrangements.
• Comprehensive health and wellness benefits, including medical and dental coverage based on country of residence.
• Retirement savings programs and eligibility for two different bonus plans.
• Generous paid time off and other time-off benefits.
• New-hire equipment allowance and monthly flexible allowance to support your work setup and wellbeing.
• Strong opportunities for career development, advancement, and internal mobility.
• Employee-driven diversity, equity, and inclusion programs.
• A collaborative environment focused on continuous learning and meaningful customer impact.