SAAS Customer Success & Onboarding Lead – GlassManager and LockerGM

*** This is an opportunity for someone who is highly driven, accountable, commercially minded, and passionate about helping businesses get significantly more value from software.

Please do not apply unless you have strong B2B SaaS experience in onboarding, customer success, software training, implementation, or a closely related role.

This is NOT an IT Support role. ***

About Tech To U Inc.

Tech To U Inc. develops and supports specialized SaaS software products for niche markets across North America.

Our flagship product, GlassManager, is business management software designed specifically for glass companies. It helps glass businesses improve quoting, scheduling, purchasing, job management, invoicing, customer management, and overall workflow efficiency.

We are a growing, product-driven company with a small, high-impact team where ownership, initiative, accountability, and results matter.

The Role

We are looking for a Customer Success & Onboarding Lead to take ownership of how GlassManager customers are onboarded, trained, supported, and developed after the sale.

This is a hands-on individual contributor role. “Lead” refers to ownership of the onboarding and customer success function — not direct personnel management.

Your goal is to ensure customers:

- implement GlassManager successfully
- understand how it fits their business
- adopt the right features and workflows
- receive ongoing value from the software
- discover additional features, integrations, and services that can improve their business

You will also act as an important link between our customers and our Product/Development team.

Key Responsibilities

Customer Onboarding & Training

- Own and continuously improve the GlassManager onboarding process
- Personally lead onboarding, implementation, and training sessions
- Understand each customer's business processes, challenges, and workflows
- Configure and demonstrate GlassManager based on how the customer's business actually operates
- Help customers improve inefficient or manual processes using the software
- Establish clear onboarding milestones, follow-ups, and success criteria
- Identify customers who are falling behind and proactively intervene

Customer Success & Adoption

- Follow up with customers after onboarding to ensure they are successfully using the software
- Review how customers are using GlassManager and identify significant features or workflows they are not using




- Proactively show customers additional functionality that can improve their efficiency and results
- Identify customers who are struggling, disengaged, or at risk of cancellation
- Build strong long-term customer relationships
- Develop better methods for measuring adoption, satisfaction, and customer health

Upsells, Add-Ons & Expansion

- Identify opportunities for customers to benefit from paid features, integrations, upgrades, or additional services
- Explain the business value of these solutions and recommend them when appropriate
- Help increase customer lifetime value by expanding how customers use GlassManager
- Work with Sales and Management on relevant expansion opportunities

Training Content & Documentation

- Create and maintain help articles, FAQs, onboarding guides, checklists, and training materials
- Create professional tutorial and training videos
- Improve customer self-service resources
- Identify recurring areas of confusion and create materials that reduce support volume and improve adoption

Product Feedback

- Gather customer feedback, feature requests, workflow problems, and recurring pain points
- Identify patterns across customers rather than simply forwarding individual requests
- Provide clear, actionable feedback to Product and Development
- Recommend features, workflow changes, and usability improvements that would make GlassManager significantly more valuable to glass companies

Support Coverage

- Assist the Software Support team when ticket volume is high
- Provide coverage during vacations or absences
- Help troubleshoot software and workflow issues
- Escalate technical issues appropriately while maintaining ownership of the customer experience

What We Are Looking For

- Proven experience in B2B SaaS onboarding, implementation, customer success, or software training
- Strong ability to understand business workflows and translate them into software processes
- Experience working directly with business owners or operational teams
- Strong ability to learn and demonstrate complex software
- Confident leading customer meetings, discovery sessions,



and training
- Excellent written and verbal communication
- Strong organization, follow-through, and personal accountability
- Comfortable handling objections, difficult conversations, and competing priorities
- Commercially minded and comfortable recommending paid features or services when they provide genuine customer value
- Able to work independently and take ownership without constant direction
- Comfortable creating documentation, help materials, and training content

Nice to Have

- Experience with ERP, CRM, workflow, field-service, construction, manufacturing, or operations-focused software
- Experience with SMB customers
- Experience improving customer adoption, retention, churn, or expansion
- Experience creating tutorial videos or knowledge-base content
- Experience working closely with Product and Development teams
- Experience in the glass industry, construction, trades, or another process-driven industry

The Type of Person Who Will Succeed Here You will likely be successful if you:

- take ownership instead of waiting for direction
- are curious about how businesses operate
- ask strong discovery questions
- enjoy teaching customers and helping them improve
- can move comfortably between business conversations and detailed software discussions
- notice when something could be done better and take action
- follow through consistently
- are comfortable being accountable for measurable results
- want to have a meaningful impact in a smaller, growing software company

Job Type: Full-time Pay: $35.00-$45.00 per hour

Benefits

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Application question(s):
- Give a specific example of a customer whose business processes or workflows you had to understand before implementing software. What was their process, what did you change or recommend, and what was the result?
- What experience do you have identifying and selling software upgrades, paid features, integrations, add-ons, or additional services to existing customers? Please provide one specific example.
- Are you located in Calgary and able to work in-person in our offices?
- If selected, when would you be able to start?
- How many software clients have you onboarded and for which software products? Please be specific.

Experience:
- SAAS Onboarding and Customer Success: 2 years (required)

Work Location: In person

📌 SAAS Customer Success and Onboarding Lead (Calgary)
🏢 Tech To U
📍 Calgary