Onboarding Success Manager

Klir

11d•CA$80,000 - CA$90,000•Hybrid

About The Position

As an Onboarding Success Manager (OSM), you own the customer’s entire onboarding journey with Klir, from kickoff through go-live. You are the single point of accountability for your accounts—responsible for the plan, the pace, and the outcome. Customers look to you to know where things stand and what happens next. This is a project and program management role at its core. You run each implementation like a project—scope, plan, sequence, and risk—while managing the program of work across every Klir module a customer is bringing live. You will report to the Director of Implementation and have support from our Data Engineering team for all technical aspects of the implementation.

Requirements

At least 5 years of experience owning customer implementations, onboarding, or projects; ideally in an enterprise SaaS environment.
Comfortable holding a customer accountable to a timeline while also holding yourself accountable to deliver.
Ability to learn a technical, regulated domain quickly and speak to it with confidence.
Minimum 5 years in implementation, onboarding, or project/program management, ideally in SaaS or software
Proven ability to own a project end-to-end and drive it to completion without heavy oversight
Strong project and program management fundamentals—scoping, planning, sequencing, and risk management across concurrent workstreams
Excellent communication skills—you can translate between technical teams and non-technical customers with equal ease
Strong organizational skills and comfort managing several concurrent, competing priorities
A customer-first mentality, balanced with the confidence to keep a customer on track and accountable to the plan
Experience with project management tools

Nice To Haves

Experience working with government agencies, municipalities, or other regulated bodies
A track record of quickly learning a technical product and translating it for non-technical users
Some technical familiarity with data migrations, integrations, or similar implementation work—enough to speak the language, not build it

Responsibilities

Own the full onboarding journey for each of your accounts—from kickoff through go-live.
Manage the implementation plan across every phase, from discovery and data migration through program setup, integrations, reporting, and go-live readiness.
Run the implementation itself—the plan, the timeline, the sequencing, and catching risks early before they threaten the go-live date.
Own program configuration: translating each customer's workflows into how Klir is set up for them, so Klir reflects the way they operate rather than a generic default.
Manage multiple concurrent customer implementations at once.
Own the customer relationship, act as their main point of contact, and make sure they always have clarity on progress, blockers, and what comes next.
Scope and sequence technical work (data migrations, integrations, report building) with the Data Engineering team, unblock issues, and keep technical workstreams aligned to the customer timeline.
Guide each customer through the final stretch: validating the build against what was promised, confirming readiness, and making sure the team is set up to operate Klir with confidence on day one.
Own the moment a customer goes live and the handoff into adoption.
Track how your implementations are going, flag what is not working, and contribute ideas that help the whole team onboard customers better and faster as we scale.