Senior Customer Success Manager

About Us TLN Canada Inc. and TLN USA Inc. (collectively, The Learning Network (TLN)) help organizations unlock growth and elevate performance through proprietary eLearning platforms, custom learning solutions, and strategic training services. For over 25 years, we’ve partnered with clients across industries to deliver innovative, measurable, and impactful learning experiences. By combining technology, expert-led services, and tailored strategies, we create scalable solutions that make a real difference for teams and businesses alike. Role Description The Learning Network (TLN) is looking for a Senior Customer Success Manager to join our Customer Success team! In this client-facing role, you will partner with enterprise clients to drive successful onboarding, platform adoption, and measurable outcomes. You will act as a trusted advisor while collaborating closely with Sales, Product, Support, and Services teams to maintain account health, support platform migrations, and ensure long-term customer satisfaction and renewals. We are ideally seeking a senior-level professional, but ambitious mid-level candidates with growth potential are encouraged to apply. Compensation and title will align with experience. If you enjoy building relationships, solving complex challenges, and helping clients achieve meaningful results, this is the role for you! What You’ll DoCustomer Engagement & Strategic Account Management

• Build and maintain strong relationships with enterprise clients
• Align platform adoption with client business goals and desired learning outcomes
• Lead onboarding initiatives, including kickoff meetings, training, and milestone planning
• Develop tailored engagement plans to ensure long-term success
• Conduct regular customer health checks, usage reviews, and executive check-ins
• Serve as the primary contact for client guidance and senior stakeholder conversations

Platform Adoption & Migration Support

• Support clients through platform migrations, upgrades, and major program changes
• Monitor adoption progress, readiness, and migration timelines
• Identify adoption risks or barriers and implement solutions to maintain engagement
• Partner with clients on change management to ensure successful utilization of platforms

Customer Insights, Renewals & Risk Management

• Track and report on adoption, engagement, and satisfaction metrics
• Provide Sales leadership with visibility into renewals, opportunities, and potential risks
• Escalate high-risk accounts or concerns to leadership when necessary

Cross-Functional Collaboration

• Represents the voice of the customer across Product, Sales, Support and Services teams
• Coordinate internal teams to support customer outcomes, platform readiness, and program execution
• Share insights, usage trends, and opportunities for improvement with internal stakeholders

Communication & Relationship Management

• Build trusted relationships across all levels, from administrators to executive leadership
• Adapt communication style to different audiences and technical expertise
• Lead solution-focused conversations and navigate complex discussions with empathy and professionalism
• Leverage AI-driven tools to enhance customer interactions, including analyzing conversations, identifying insights, improving communication quality, and driving more effective, data-informed customer engagement strategies

What We’re Looking ForExperience & Qualifications

• 5+ years in Customer Success, Account Management, or Solutions Consulting
• Experience managing enterprise-level accounts and multi-stakeholder environments
• Proven track record supporting learning technology platforms or LMS systems
• Experience managing platform migrations or product transitions

Technical Competencies

• CRM systems (Salesforce, HubSpot, or equivalent)
• LMS or learning technology platforms
• Project management tools (Asana, Jira, Liquid Planner, or similar)
• Data analysis and reporting on adoption, engagement, and renewal metrics
• Experience using AI tools (e.g., Gong, Granola, Co-Pilot, or similar) to enhance and optimize customer interactions

Core Skills

• Exceptional client communication, presentation, and consulting abilities
• Strong organization, project coordination, and prioritization skills
• Ability to influence cross-functional teams and navigate complex stakeholder environment
• Problem-solving, risk identification, and adaptability in fast-paced environments
• Ability to navigate challenging situations and drive positive, solution-oriented outcomes for customers

Why Join The Learning Network (TLN Canada Inc.)

• Work with innovative learning technology and enterprise clients
• Be part of a collaborative and growing team that values innovation and customer success
• Play a key role in helping organizations deliver impactful learning experiences
• Remote-first team with flexible hours and a results-oriented culture
• Comprehensive health coverage including medical, dental, HCSA, EAP
• Flexible time off policy – take the time you need to handle life’s important moments
• Salary range based on experience $50,000.00 CAD to $90,000.00 CAD
• Role is open for anywhere in Canada

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