5 Customer Relationship Management jobs in Edmonton

Job Description

Salary:

Customer Success & Onboarding Manager

Location:
# 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 youve mastered onboarding in your current role, but youre itching for something biggerlike helping partners grow their business while shaping how they succeed.

If this sounds like you, keep reading!

At We Know Training, were looking for a Customer Success & Onboarding Manager
whos ready to roll up their sleeves and own the client journey. From storefront launch to long-term growth, youll be the partner who equips clients to scale, succeed, and stick with us. Youll 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 isnt a behind-the-scenes support roleits your chance to build trust, spark growth, and make a measurable impact on every client we partner with.

What Youll 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 youve 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 youre 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 salary and comprehensive benefits
  package including health, dental, and matching RRSP program.

• Career growth opportunities
  - Were growing fast, and youll grow with us.

• Meaningful impact your work helps organizations train safer, smarter, and better.

• A Fun, Supportive Team: We celebrate wins together, big or small.

About We Know Training

We Know Training is a leading provider of online learning solutions specializing in regulated industries, where compliance, accreditation, and licensing are critical. We partner with regulators, associations, and enterprises to deliver digital learning that is trusted, measurable, and effective. Our core mission is to empower professionals to achieve their goals by providing innovative training solutions that meet stringent regulatory requirements.

Operating at the intersection of technology and compliance, WKT designs, develops, and delivers online training platforms and courses tailored to our industry specific sectors such as Safety & Transportation, Business & Finance, Retail & Hospitality, Government, Associations & Regulators. Our integrated approach combines content development, regulatory expertise, and scalable technology platforms, making us a trusted partner for organizations and regulators who must train and certify large workforces across Canada and beyond.

Our values accountability, nimble, relationship-focused, curious and driven guide our strategy as we pursue growth through acquisitions of complementary organizations that expand our market presence, deepen our regulatory expertise, and strengthen our learning technology ecosystem.

Please note that if you are selected for this role, a criminal record check will be mandatory.

Due to the high growth and traction of its new solution (WeActis), Mondata is looking for a dynamic and bilingual (English and French) Customer Success Manager to join our team. This exciting opportunity involves working closely with our enterprise clients to ensure their long-term success with WeActis, our integrated cybersecurity solution for Microsoft Teams. The ideal candidate will be highly autonomous, with a proven track record of building processes and establishing best practices for customer success. This role requires a people-person who can influence clients for renewals and upsells while aligning the internal team and providing feedback to the product team to continuously improve our solution.

As a Customer Success Manager, you’ll play a key role in aligning our solutions with the strategic goals of our clients. Your mission will be to enhance one-to-many client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships. You will collaborate cross-department with sales and product teams to ensure alignment on customer needs and drive continuous product improvements.

Roles & Responsibilities

• Establish and document customer success processes, workflows, and best practices for onboarding, adoption, renewal, and upsell, while building the CSM role at Mondata.

• Own the business relationship with enterprise clients, ensuring they achieve their goals and derive full value from WeActis.

• Lead client onboarding, including kick-off meetings, internal coordination, and tailored training to drive product adoption and success.

• Proactively engage clients to maintain satisfaction, drive renewals, and uncover upsell opportunities by aligning WeActis with customer needs.

• Analyze customer data and key success metrics to identify trends and deliver actionable insights for improving customer experience, adoption, and retention.

• Collaborate with sales (AEs and sales engineers), technical account managers (TAM), and product teams to ensure a seamless customer experience.

• Collect client feedback and provide strategic recommendations to the product team to guide the WeActis roadmap and feature enhancements.

• Build and nurture strong relationships with key stakeholders within client organizations, positioning yourself as a trusted advisor for their cybersecurity needs.

• Continuously refine and improve customer success processes to ensure an efficient and impactful customer journey.

Company Description:

Here’s your chance to join the passionate team at Mondata. Constantly growing since 2018, we are a young yet seasoned cybersecurity company. We are developing the cloud-based cybersecurity platform WeActis to help businesses of all sizes build the best defense against cyber threats. With Mondata and our WeActis platform, organizations can trust in their cybersecurity. With us, it’s simpler, more accessible, more inclusive—and most importantly, it delivers results!

Our Mission:

To provide organizations and their employees with the best defense against cyberattacks.

Our DNA:

Fun | Commitment | Performance | Communication | Innovation | Caring

If our DNA aligns with your values—if you’re someone who stands out in your field and wants to be part of a young, innovative team—send us your detailed profile.
Mondata will listen to you, support you in your career journey, and offer a range of benefits, including:

• Exciting projects at the forefront of technology

• Competitive market-based compensation

• Flexible 35-hour workweek

• Group insurance plan

• Telemedicine services

• Employer-contributed retirement plan

• Remote work

• “Lunch & Learn” sessions

If, like us, you enjoy:

• Working in a motivating and relaxed atmosphere

• Taking on significant responsibilities and having the chance to innovate

• Learning and growing while working with cutting-edge technologies

• Making a real impact and having your voice heard

• The prospect of unlimited career growth

• Seeing the results of your work

Join the journey of an "experienced" startup and treat yourself to a truly exciting career opportunity!

Your Profile  

• Proven experience as a Customer Success Manager (CSM) in B2B, enterprise client management, ideally within the SaaS or cybersecurity space. 

• Strong experience building and structuring customer success roles, processes, and documentation from the ground up. 

• Ability to influence clients for renewals and upsell opportunities, with a focus on long-term business value. 

• Highly autonomous, driven, and capable of thriving in a fast-paced, dynamic environment. 

• Strong communication and relationship-building skills, capable of engaging and aligning cross-functional teams. 

• Comfort working with internal teams, including sales, technical account managers, and product teams, to ensure alignment on customer needs and product development. 

• Fluent in both English and French, with the ability to manage relationships at multiple levels within client organizations (operations to strategic). 

You’ll stand out if  

• 7+ years of experience in a similar customer success management role. 

• Experience in cybersecurity and/or B2B SaaS. 

• Experience with CRM tools (preferably HubSpot) and Customer Success Platform (e.g. ChurnZero). 

• Combined customer success management and sales experience, especially in B2B SaaS, and project management experience will set you apart. 

• Familiarity with the Microsoft 365 environments, and/or experience working at Microsoft. 

Who Are We?

UniUni is a international leader in last-mile logistics, delivering tens of millions of parcels annually across Canada and rapidly expanding in the United States. Founded in 2019, UniUni’s tech-driven innovation and crowdsourcing delivery model offer fast, economical, and reliable services to local, domestic, and international e-commerce clients.

我们是谁？

UniUni是尾程派送物流领域的国际领导者，每年在加拿大境内递送上千万件包裹，并正在美国市场快速扩张。公司成立于2019年，凭借技术驱动的创新模式和众包配送解决方案，为本地、国内及国际电商客户提供快捷、经济且可靠的物流服务。

What Do We Offer?

At UniUni, we provide exciting opportunities for our employees to grow and achieve their career goals. We value both lateral moves and vertical promotions, believing that every role should help develop your skills, broaden your experience, and build a fulfilling career. If you are ready to join UniUni’s dynamic team—working hard while enjoying the process—we invite you to apply and become part of our success story.

我们提供什么？

在UniUni，我们为员工提供激动人心的职业发展机会，既重视横向的业务拓展也关注纵向的职位晋升。我们坚信每个岗位都应该成为您提升专业技能、积累行业经验、成就职业理想的成长平台。如果您渴望加入这个充满活力的团队，在高效工作中收获成就感，欢迎申请加入我们！

Key Responsibilities:

• Understand customers’ business needs and follow defined procedures and metrics to ensure service excellence.

• Build and maintain strong relationships with customers and internal teams.

• Proactively identify and resolve operational issues.

• Respond to customer inquiries and tickets promptly and effectively.

• Accurately diagnose issues and provide appropriate solutions.

• Ensure timely resolution of all customer requests and issues.

• Track parcel status, maintain detailed records, and follow up to ensure complete resolution.

• Generate reports to enhance workflow and improve efficiency.

• Utilize Excel for data analysis and reporting to support operational decision-making.

主要职责：

• 深度理解客户业务需求，严格遵循服务流程和指标要求，确保卓越的服务品质

• 搭建并维护客户与内部团队的良好合作关系

• 主动发现并系统性解决运营环节问题

• 高效响应客户咨询及服务请求

• 精准诊断问题并提供针对性解决方案

• 确保所有客户需求在规定时效内闭环处理

• 实时追踪包裹状态，完善服务记录并跟进至最终解决

• 通过数据分析优化服务流程，定期生成改进报告

• 熟练运用Excel进行数据建模分析，支持运营决策

Requirements:

• Strong organizational and time management skills.

• Analytical mindset with the ability to interpret and act on data.

• Fluent in spoken and written English and Mandarin.

• Excellent communication and interpersonal skills, with the ability to build strong working relationships.

• Strong customer service orientation and problem-solving skills.

• Ability to adapt to a fast-paced environment and manage multiple tasks efficiently.

• Proactive approach to learning and continuous improvement.

• Experience in supply chain management or e-commerce logistics is a plus.

• Strong teamwork mindset, prioritizing collective success over individual achievement.

• Experience in stakeholder management is an advantage.

任职要求：

• 出色的多任务处理和时间管理能力

• 具备数据敏感度和商业分析思维

• 中英文流利（普通话听说读写俱佳）

• 卓越的沟通技巧和跨部门协作能力

• 以客户为中心的服务意识和问题解决能力

• 适应快节奏工作环境，高效执行多项任务

• 持续学习意愿和自主提升动力

• 有供应链管理或电商物流经验者优先

• 具备团队协作精神，重视集体成就高于个人表现

• 具有利益相关方管理经验者优先考虑