About UsTLN 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 DescriptionThe 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 ManagementBuild and maintain strong relationships with enterprise clientsAlign platform adoption with client business goals and desired learning outcomesLead onboarding initiatives, including kickoff meetings, training, and milestone planningDevelop tailored engagement plans to ensure long-term successConduct regular customer health checks, usage reviews, and executive check-insServe as the primary contact for client guidance and senior stakeholder conversationsPlatform Adoption & Migration SupportSupport clients through platform migrations, upgrades, and major program changesMonitor adoption progress, readiness, and migration timelinesIdentify adoption risks or barriers and implement solutions to maintain engagementPartner with clients on change management to ensure successful utilization of platformsCustomer Insights, Renewals & Risk ManagementTrack and report on adoption, engagement, and satisfaction metricsProvide Sales leadership with visibility into renewals, opportunities, and potential risksEscalate high-risk accounts or concerns to leadership when necessaryCross-Functional CollaborationRepresents the voice of the customer across Product, Sales, Support and Services teamsCoordinate internal teams to support customer outcomes, platform readiness, and program executionShare insights, usage trends, and opportunities for improvement with internal stakeholdersCommunication & Relationship ManagementBuild trusted relationships across all levels, from administrators to executive leadershipAdapt communication style to different audiences and technical expertiseLead solution-focused conversations and navigate complex discussions with empathy and professionalismLeverage AI-driven tools to enhance customer interactions, including analyzing conversations, identifying insights, improving communication quality, and driving more effective, data-informed customer engagement strategiesWhat We’re Looking ForExperience & Qualifications5+ years in Customer Success, Account Management, or Solutions ConsultingExperience managing enterprise-level accounts and multi-stakeholder environmentsProven track record supporting learning technology platforms or LMS systemsExperience managing platform migrations or product transitionsTechnical CompetenciesCRM systems (Salesforce, HubSpot, or equivalent)LMS or learning technology platformsProject management tools (Asana, Jira, Liquid Planner, or similar)Data analysis and reporting on adoption, engagement, and renewal metricsExperience using AI tools (e.g., Gong, Granola, Co-Pilot, or similar) to enhance and optimize customer interactionsCore SkillsExceptional client communication, presentation, and consulting abilitiesStrong organization, project coordination, and prioritization skillsAbility to influence cross-functional teams and navigate complex stakeholder environmentProblem-solving, risk identification, and adaptability in fast-paced environmentsAbility 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 clientsBe part of a collaborative and growing team that values innovation and customer successPlay a key role in helping organizations deliver impactful learning experiencesRemote-first team with flexible hours and a results-oriented cultureComprehensive health coverage including medical, dental, HCSA, EAPFlexible time off policy – take the time you need to handle life’s important momentsSalary range based on experience $50,000.00 CAD to $90,000.00 CADRole is open for anywhere in Canada
