Remote-First Customer Success & Implementation Lead

The Learning Network; Calgary; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Remote-First Culture

Flexible Vacation

Comprehensive Health Plan

Healthcare Spending Account (HCSA)

Employee Assistance Program (EAP)

Stay Connected stipend

Job summary

The Learning Network is seeking a seasoned Customer Success leader to drive post-sale journey from onboarding to renewal across SaaS implementations. You will own implementation planning, executive stakeholder engagement, and ongoing success metrics for enterprise customers in North America.

You will build adoption strategies, lead cross-functional teams, and shape scalable processes to support growth and customer outcomes within a remote-first, Canada/USA-focused environment.

Qualifications

• 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.

Responsibilities

• Lead customers through the transition from TLN's legacy platform to the 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

Customer success

Project leadership

Stakeholder management

Change management

Cross-functional collaboration

Consultative problem-solving

Executive communication

Renewals & expansion

SaaS implementation

Tools

LMS

HRIS

Job description

The Learning Network is seeking a seasoned Customer Success leader to drive post-sale journey from onboarding to renewal across SaaS implementations. You will own implementation planning, executive stakeholder engagement, and ongoing success metrics for enterprise customers in North America.

You will build adoption strategies, lead cross-functional teams, and shape scalable processes to support growth and customer outcomes within a remote-first, Canada/USA-focused environment.