Note: The job is a remote job and is open to candidates in USA. The Learning Network helps organizations transform workplace learning through modern learning technology and expert support. The Senior Customer Success & Implementation Manager will lead customer implementations and platform migrations while managing onboarding, adoption, customer health, success planning, renewals, and strategic customer relationships. The role also coordinates cross-functional teams and helps develop scalable Customer Success processes.
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
Skills
- 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
Benefits
- **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
Company Overview