Onboarding and Client Success Manager

Shopley | Job Description

Location: GTA (Hybrid: 1–2 days/week in office) Reports to: VP, Operations Role type: Individual contributor

About the Role

We’re hiring an Onboarding and Client Success Manager to own the customer journey for a portfolio of Shopley clients—from initial onboarding through ongoing adoption, retention, and account growth.

You’ll guide clients through implementation and launch, then build lasting relationships that help them get more value from Shopley. By understanding each client’s business and technology needs, you’ll support their success and identify opportunities across our growing product suite of digital signage, point-of-sale solutions, and gift card and loyalty services.

This role suits a skilled with approximately five years of relevant SaaS experience who combines strong relationship management, practical project coordination, and a track record of account growth. Working with Operations, Support, Sales, Marketing, and Product, you’ll be accountable for a well-coordinated onboarding experience and the ongoing success and commercial development of your portfolio.

What You’ll Do

1. Client Onboarding and Launch

- - Own the onboarding process for assigned clients, translating sales commitments and client requirements into a clear plan with responsibilities, milestones, and timelines.
- Coordinate client inputs, configuration, hardware and installation requirements where applicable, and launch readiness with internal teams and implementation partners.
- Keep clients informed, manage outstanding actions and dependencies, and address or escape obstacles that could delay launch.




- Coordinate training and confirm clients understand how to use their solutions within their day-to-day operations.
- Follow up after launch to resolve outstanding items, support early adoption, and establish an ongoing account engagement plan.

2. Client Relationships and Retention

- - Own proactive engagement across your account portfolio through regular check-ins, business reviews, and timely follow-up.
- Understand client goals, monitor satisfaction and adoption, and identify renewal or cancellation risks early.
- Help clients make effective use of their products through practical guidance, training, and coordinated adoption initiatives.
- Coordinate with Support and Operations to resolve issues, keep clients informed, and follow through on commitments.
- Lead renewal and retention conversations, addressing concerns and reinforcing the value clients receive from Shopley.

3. Account Discovery and Growth Planning

- - Build accurate client profiles covering decision-makers, locations, current products, POS, payments, online ordering, reservations, and gift card or loyalty services.
- Create practical account plans that connect client priorities with adoption goals and relevant Shopley solutions.
- Prioritize outreach based on client readiness, business value,



and the potential for account expansion.
- Support strategic partner relationships and progress relevant client opportunities they introduce, coordinating onboarding and ongoing account ownership.

4. Consultative Sales and Account Expansion

- - Own upsell and cross-sell opportunities from discovery and qualification through demonstrations, proposals, negotiation, and close, within approved pricing and terms.
- Explain product value in business terms and confirm requirements and product fit with internal teams before making commitments.
- Coordinate onboarding of additional products and locations within your portfolio, maintaining continuity in the client relationship.
- Follow up after implementation to support adoption and confirm the intended client value.

5. Customer Journey, CRM Discipline, and Team Collaboration

- - Maintain complete account records, onboarding milestones, activities, opportunities, and next steps in HubSpot.
- Report weekly on onboarding progress, client engagement, account risks, expansion pipeline, forecast, and closed business.
- Improve onboarding checklists, client communications, and account management practices to make the customer journey more consistent and effective.
- Partner with Marketing on targeted outreach and share client feedback with Product to inform improvements.

What We’re Looking For

- - Approximately five years of relevant experience, typically 4–6 years, in customer success, account management, onboarding, or account-focused business development for a B2B SaaS business.
- Demonstrated ownership of an ex

📌 Onboarding and Client Success Manager (Canada)
🏢 Shopley
📍 Canada