Customer Success

**Customer Success & Onboarding Manager**

**Location**:
**#150 15315 123 AV NW, Edmonton, Alberta T5V1S6**

**We Know Training is looking for a Customer Success & Onboarding**Manager**
Are you the kind of client champion who thrives on turning relationships into results? Maybe you’ve mastered onboarding in your current role, but you’re itching for something bigger—like helping partners grow their business while shaping how they succeed.
- If this sounds like you, keep reading_

At **We Know Training**, we’re looking for a **Customer Success & Onboarding Manager**
who’s ready to roll up their sleeves and own the client journey. From storefront launch to long-term growth, you’ll be the partner who equips clients to scale, succeed, and stick with us. You’ll work hand-in-hand with Account Executives, shaping onboarding experiences, sharing product updates, and giving clients the tools to sell more courses with confidence.

This isn’t a behind-the-scenes support role—it’s your chance to build trust, spark growth, and make a measurable impact on every client we partner with.

**What**You’ll** Do**

**Onboarding New Clients** with impact**
- **Turn** contracts into sales quickly** — move resellers from sign-up to storefront launch fast, giving them confidence and early wins.
- **Kick off with**trust** — partner with Account Executives to lead kickoff meetings and regular check-ins that build our clients’ trust from day one.
- **Launch storefronts that win**— coordinate with Storefront Developers to deliver branded, functional storefronts that are ready for action.
- **Train and troubleshoot for success** — equip clients through impactful sessions, guide learner activation, and resolve setup issues before they slow progress.
- **Track what matters** — monitor and report on onboarding milestones like Time to Launch, Learner Activation, and Platform Usage to keep progress on track.

**Driving Adoption & Long-Term Success** (New & Existing clients)**
- **Grow accounts, not just manage them** — partner closely with Account Executives to turn relationships into long-term success stories.
- **Keep clients engaged and**selling**— share product updates, launch new courses, and deliver best practices that spark fresh sales opportunities.
- **Turn admins into pros** — deliver refresher training that makes new administrators and employees confident platform champions.
- **Fuel partner/ reseller sales** — equip partners/resellers with marketing collateral, sales tools, and training so they can sell faster, smarter, and in greater volume.
- **Champion the customer voice** — bring client feedback to internal teams to influence product improvements and drive stronger results for everyone.

**Retention, Growth & Advocacy**
- **Turn**Business Reviews (**BRs**)** into growth sessions** — partner with Account Executives to align on strategy, share technical or marketing updates, and uncover new opportunities.
- **Use data to fuel strategy** — track storefront sales performance and turn insights into smarter, more effective growth plans.
- **Drive renewals with ROI** — showcase adoption, sales metrics, and business outcomes that make the value of partnership undeniable.
- **Spot and seize expansion opportunities** — identify ways clients can grow their catalog, enrollments, or markets, and collaborate with AEs to make it happen.
- **Build trust that lasts** — stay proactive with client check-ins, ensuring they feel supported and set up for long-term success

**What Success Looks Like**
- **Fast and smooth onboarding** — storefronts launched quickly, clients trained and comfortable, learners activated early.
- **Adoption and engagement** — consistent learner usage, course completions, and client use of product updates/resources.
- **Partnerships that thrive** — BRs that drive strategy (not just status updates), high client satisfaction scores, and seamless collaboration with Account Executives.
- **Genuine client connection** — trusted relationships built on empathy, authenticity, and a genuine investment in helping clients succeed long-term.

**What You Bring**
- **Proven experience** — 3+ years in onboarding, implementation, or client services where you’ve turned new clients into long-term success stories.
- **Organizational strength** — the ability to juggle multiple onboarding projects at once without dropping the ball.
- **Communication superpowers** — clear, confident, and engaging whether you’re writing, presenting, or building relationships.
- **Relationship builder** — a natural at earning trust and creating partnerships that last.
- **Tech-savvy collaborator** — comfortable working cross-functionally in SaaS, e-commerce, or learning tech environments.

**Why Join Us?**
- **Competitive salar**y and c**omprehensive benefits**
package including health, dental, and matching RRSP program.
- **Career growth opportunities**
- We’re growing fast, and you’ll grow with us.
- **Meaningful impact** — your work helps organizations trai