Senior Customer Success & Implementation Manager
New
J
JobgetherEnterprise SaaS
Must reside in the United States or CanadaFull-TimeSenior
Salary$80,000–$100,000 CAD
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience
- Required Skills
- Project ManagementStakeholder managementChange ManagementCustomer SuccessSaaSAccount Management
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.
- Experience in Learning Technology, Learning Management Systems, HR Technology, EdTech, or enterprise SaaS environments is preferred.
Responsibilities
- 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.
- 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.
- Develop repeatable implementation templates, processes, and best practices that improve scalability and consistency.
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