Senior Customer Success & Implementation Manager

The Learning Network (TLN) helps organizations transform workplace learning through modern learning technology and expert support. They are seeking a Senior Customer Success & Implementation Manager to lead customer journeys post-sale, ensuring successful implementation and ongoing customer satisfaction.

Responsibilities:

• 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
• 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

Requirements:

• 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