Onboarding Success Manager

Role Description

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.

Responsibilities

End-to-End Implementation Ownership

• 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.
• You make the calls needed to keep momentum and you are accountable for the outcome: a customer that is live, confident, and operating independently on Klir.

Project & Program Management

• Run the implementation itself—the plan, the timeline, the sequencing, and catching risks early before they threaten the go-live date.
• Alongside that, 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.

Portfolio Management

• 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.

Partnership with Data Engineering

• Have support from our Data Engineering team on all technical aspects of the implementation—data migrations, integrations, and report building.
• You scope and sequence this work with the team, unblock issues, and keep technical workstreams aligned to the customer timeline.
• You're the bridge between what the customer needs and what the team delivers—coordinating the work.

Go-Live & Customer Readiness

• 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.
• You own the moment a customer goes live and the handoff into adoption.

Process Improvement

• 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.

Requirements (Sound like you?)

You have at least 5 years of experience owning customer implementations, onboarding, or projects; ideally in an enterprise SaaS environment. You are comfortable holding a customer accountable to a timeline while also holding yourself accountable to deliver. You do not need to come from water utilities, but you need to be able to learn a technical, regulated domain quickly and speak to it with confidence.

Key qualities

• 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 have

• 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

Why You Will Love Working Here

You will work in an impact-driven company that solves real problems for water utilities. Our customers are essential workers managing critical infrastructure, and you will directly influence how well they can do their jobs. You will also work with a tight-knit, growing team where your voice matters and your ownership of the customer journey shapes how we scale.

Our Commitment To You

• Meaningful Impact
  Your work directly supports the people responsible for delivering safe drinking water and managing wastewater for millions of people.
• Hybrid Flexibility
  Work in a hybrid model based in Toronto, balancing in-person collaboration with focused remote work.
• Strong Team Culture
  We value honesty, accountability, and collaboration. We take our mission seriously while supporting one another and enjoying the work.
• Growth & Development
  You’ll gain hands-on experience across demand generation and performance analytics, developing the skills to connect data, campaigns, and revenue outcomes, with room to take on broader growth initiatives over time.
• Our Values
  Honesty. Audacity. Unity. These guide how we work with customers and with each other.
• Commitment to Your Growth
  Coaching and development to build a long-term sales career.

Compensation & Timing & Travel

• Salary: CAD $80,000 - CA$90,000 annually
• Benefits: Canadian benefits package, unlimited vacation, MacBook
• Travel: Occasional traveling for company events
• Timing: Immediate opening