Implementation & Customer Success Manager
Top Benefits
About the role
Our client is an award-winning, end-to-end legal operations platform purpose-built for in-house legal teams.
The Role This is a unique, senior individual contributor role that sits at the intersection of Customer Success, SaaS Implementation, and Project Delivery. Reporting directly to the COO based in London, you will be the company's primary point of contact for North American clients, owning the full customer lifecycle from initial onboarding through to long-term retention and growth.
This role suits a highly experienced professional who is equally comfortable facilitating executive-level workshops, managing complex implementation projects, and configuring a no-code workflow platform to meet client requirements.
Why This Role A rare opportunity to be the first North American hire at a growing, international legal tech company. Direct reporting line to the COO with genuine influence over how the business develops in Canada and the US. A collaborative, high-calibre team across Australia, the Philippines, and the UK. Competitive compensation with professional development and career growth opportunities.
Key Responsibilities: Customer Success & Relationship Management Own and manage a portfolio of customer relationships, maximising satisfaction, adoption, and retention. Build trusted advisor relationships with key stakeholders, including senior decision-makers. Define measurable success outcomes for each customer and conduct regular reviews to track progress. Monitor customer health, proactively identifying risks and opportunities. Manage escalations professionally and ensure timely resolution. Act as the voice of the customer internally, providing structured feedback to product and operations teams.
Implementation & Onboarding Lead end-to-end onboarding and implementation projects from initiation through to go-live. Facilitate discovery sessions and requirements-gathering workshops with client stakeholders. Configure client environments using the platform's no-code workflow engine. Coordinate User Acceptance Testing (UAT), including test planning, issue tracking, and sign-off. Deliver client training sessions and provide ongoing support through the onboarding process.
Project Coordination & Delivery Manage multiple concurrent implementation projects across various stages of delivery. Develop and maintain project plans, schedules, action registers, and deployment checklists. Track milestones, manage risks and dependencies, and escalate issues where appropriate. Prepare and distribute project status reports to clients and internal stakeholders. Drive continuous improvement of implementation methodologies and onboarding frameworks.
Ongoing Support & Continuous Improvement Provide responsive support throughout the subscription lifecycle. Contribute to internal and client-facing documentation, knowledge base content, and training materials. Identify and implement improvements to customer experience and operational efficieny.
What You Bring Approximately 10 years of experience in a senior customer-facing role within a SaaS or technology environment. A proven track record of leading software implementations and managing complex client relationships. Strong project management skills with experience managing multiple concurrentprojects. Excellent communication skills and confidence engaging with senior stakeholders and executive decision-makers. A solid understanding of SaaS platforms and general cybersecurity principles.
Not the right fit? Search for Implementation & Customer Success Manager jobs in Toronto, Ontario, Canada
About 4FMV Inc
4FMV was created in 2009 by a close-knit team of experienced, talented professionals who love recruiting, but are disillusioned by the state of our industry.
We found that the most important factor in the relationship between the organizations who need good people and the staffing agencies they are forced to deal with is trust—and that trust had been eroded, thanks to years of poor communication, dubious processes and bad faith.
So we decided to do things differently. We knew from experience that successful recruitment is a partnership. We knew companies don’t want staffing agencies—they need recruitment partners that they can count on to look out for their best interests. We knew that there was a real opportunity for a company that could set this situation right, and so we came up with a very simple business model: Fair Market Value.
What does Fair Market Value mean to us?
Transparency: We always keep our rates and processes open and transparent to all our partners. We keep our clients informed about what we pay our consultants, and our consultants always know how we bill them out.
Investment: We do the research, we get to know our clients and our contractors, and we put in the hours to match top brands with top talent. You’ll know the basis for and the thinking behind everything we help all parties to achieve.
Communication: We stay in constant contact with all our partners at every stage of the recruitment process. You’ll know the status of every posting, every interview, every interaction and every decision, and be certain you’re being represented with respect and dedication.
Whether you are hiring or looking for work, together, we will match the right talent with the right project, at a fair price, when you need it most. If you would like to know more about who we are, what we do and what our clients have to say about us, please visit our web site.
Similar Jobs
Implementation & Customer Success Manager
Top Benefits
About the role
Our client is an award-winning, end-to-end legal operations platform purpose-built for in-house legal teams.
The Role This is a unique, senior individual contributor role that sits at the intersection of Customer Success, SaaS Implementation, and Project Delivery. Reporting directly to the COO based in London, you will be the company's primary point of contact for North American clients, owning the full customer lifecycle from initial onboarding through to long-term retention and growth.
This role suits a highly experienced professional who is equally comfortable facilitating executive-level workshops, managing complex implementation projects, and configuring a no-code workflow platform to meet client requirements.
Why This Role A rare opportunity to be the first North American hire at a growing, international legal tech company. Direct reporting line to the COO with genuine influence over how the business develops in Canada and the US. A collaborative, high-calibre team across Australia, the Philippines, and the UK. Competitive compensation with professional development and career growth opportunities.
Key Responsibilities: Customer Success & Relationship Management Own and manage a portfolio of customer relationships, maximising satisfaction, adoption, and retention. Build trusted advisor relationships with key stakeholders, including senior decision-makers. Define measurable success outcomes for each customer and conduct regular reviews to track progress. Monitor customer health, proactively identifying risks and opportunities. Manage escalations professionally and ensure timely resolution. Act as the voice of the customer internally, providing structured feedback to product and operations teams.
Implementation & Onboarding Lead end-to-end onboarding and implementation projects from initiation through to go-live. Facilitate discovery sessions and requirements-gathering workshops with client stakeholders. Configure client environments using the platform's no-code workflow engine. Coordinate User Acceptance Testing (UAT), including test planning, issue tracking, and sign-off. Deliver client training sessions and provide ongoing support through the onboarding process.
Project Coordination & Delivery Manage multiple concurrent implementation projects across various stages of delivery. Develop and maintain project plans, schedules, action registers, and deployment checklists. Track milestones, manage risks and dependencies, and escalate issues where appropriate. Prepare and distribute project status reports to clients and internal stakeholders. Drive continuous improvement of implementation methodologies and onboarding frameworks.
Ongoing Support & Continuous Improvement Provide responsive support throughout the subscription lifecycle. Contribute to internal and client-facing documentation, knowledge base content, and training materials. Identify and implement improvements to customer experience and operational efficieny.
What You Bring Approximately 10 years of experience in a senior customer-facing role within a SaaS or technology environment. A proven track record of leading software implementations and managing complex client relationships. Strong project management skills with experience managing multiple concurrentprojects. Excellent communication skills and confidence engaging with senior stakeholders and executive decision-makers. A solid understanding of SaaS platforms and general cybersecurity principles.
Not the right fit? Search for Implementation & Customer Success Manager jobs in Toronto, Ontario, Canada
About 4FMV Inc
4FMV was created in 2009 by a close-knit team of experienced, talented professionals who love recruiting, but are disillusioned by the state of our industry.
We found that the most important factor in the relationship between the organizations who need good people and the staffing agencies they are forced to deal with is trust—and that trust had been eroded, thanks to years of poor communication, dubious processes and bad faith.
So we decided to do things differently. We knew from experience that successful recruitment is a partnership. We knew companies don’t want staffing agencies—they need recruitment partners that they can count on to look out for their best interests. We knew that there was a real opportunity for a company that could set this situation right, and so we came up with a very simple business model: Fair Market Value.
What does Fair Market Value mean to us?
Transparency: We always keep our rates and processes open and transparent to all our partners. We keep our clients informed about what we pay our consultants, and our consultants always know how we bill them out.
Investment: We do the research, we get to know our clients and our contractors, and we put in the hours to match top brands with top talent. You’ll know the basis for and the thinking behind everything we help all parties to achieve.
Communication: We stay in constant contact with all our partners at every stage of the recruitment process. You’ll know the status of every posting, every interview, every interaction and every decision, and be certain you’re being represented with respect and dedication.
Whether you are hiring or looking for work, together, we will match the right talent with the right project, at a fair price, when you need it most. If you would like to know more about who we are, what we do and what our clients have to say about us, please visit our web site.