Senior Customer Success – Implementation Manager

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🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

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The Learning Network

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1998

☁️ SaaS

🏢 Enterprise

📚 Education

SaaS • Enterprise • Education

The Learning Network (TLN) is a performance-focused learning management system (Performance LMS) vendor that provides enterprise-grade, configurable training, certification, compliance, and workforce development solutions—primarily for heavy industry, OEMs/dealer networks, and distributed field teams. The platform emphasizes multi-organization/multi-tenant architectures, automated certification and compliance tracking, AI-powered personalization, integrations (HRIS, CRM, SCORM/xAPI), mobile/offline access, and extended reality (XR) services. TLN offers tailored sector solutions (heavy equipment & machinery, automotive, oil & gas, mining, healthcare, government, financial services) and services including instructional design, content conversion, localization, and XR-based learning. It targets enterprise L&D, compliance/safety managers, technicians, and dealer/OEM networks and positions itself as a B2B SaaS provider focused on measurable training outcomes and audit-ready compliance.

📋 Description

• Lead customers through the transition from TLN's legacy learning platform to its new platform, serving as the primary customer contact throughout 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 • Build trusted relationships with customer stakeholders and serve as a strategic advisor throughout the customer lifecycle • Translate customer business objectives into implementation and success plans that deliver measurable value • Recommend best practices to improve platform adoption, engagement, and learning outcomes • Identify risks, remove roadblocks, and help customers solve business challenges • Coordinate cross-functional teams across Product, Sales, Support, and other internal stakeholders • Monitor implementation progress, customer health, and project milestones • Capture customer feedback and identify opportunities to improve implementation processes and customer experience • Lead multiple customer platform migrations from planning through launch • Develop repeatable implementation templates, processes, and best practices • Increase customer adoption and satisfaction through onboarding and strategic guidance • Contribute to the evolution of TLN's Customer Success function

🎯 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 • Consultative mindset focused on understanding customer business goals and recommending outcome-driven solutions • Ability to work cross-functionally with Sales, Product, Support, and other internal teams • Experience within Learning Technology, LMS, HR Tech, EdTech, or Enterprise SaaS environments is likely to be helpful

🏖️ Benefits

• 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 • Growth and Development: learning on the job, taking on new challenges, and building skills that advance your career