Senior Customer Success & Implementation Manager

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

This role is an opportunity to lead meaningful customer journeys across implementation, onboarding, adoption, and long-term success.
You will own complex software implementations and platform migrations from initial planning through successful launch.
The position combines project leadership, relationship management, strategic advising, and customer advocacy.
You will work closely with senior customer stakeholders to align technology solutions with business objectives and measurable outcomes.
Cross-functional collaboration will be essential, partnering with Sales, Product, Support, and other teams to remove roadblocks and improve customer experiences.
You will also help establish scalable Customer Success processes, templates, and best practices within a growing organization.
This is a high-impact role for a consultative, organized, and customer-focused professional who enjoys shaping both customer outcomes and internal processes.

• 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.