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 professional 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 escalate 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 existing client portfolio, with results in retention, renewals, and upsell or cross-sell revenue.
• Experience coordinating client onboarding or software implementations, managing timelines, dependencies, and communication across multiple stakeholders.
• Experience managing the commercial sales process, including discovery, product demonstrations, proposals, negotiation, and closing.
• Strong listening and communication skills, with the ability to build trust with business owners and senior decision-makers.
• Hands-on CRM experience and disciplined pipeline management; HubSpot experience preferred.
• Comfort learning software products, understanding client workflows, and explaining solutions clearly to non-technical audiences.
• Strong organization, sound commercial judgment, and consistent follow-through across multiple accounts and priorities.
• Experience serving restaurants, hospitality businesses, franchise networks, or multi-location operators is an asset.

.How Success Will Be Measured

Success will be assessed through effective onboarding and activation, client retention, product adoption, and expansion revenue. Clear onboarding plans, proactive account coverage, accurate client profiles, and reliable CRM records will support those outcomes. Portfolio size and specific targets will be agreed during your onboarding.

Why This Role

You’ll have direct ownership of the client journey and a clear opportunity to influence Shopley’s growth. From helping clients launch successfully to supporting their evolving business needs, you’ll build lasting commercial relationships across a portfolio of complementary products. You’ll work closely with leadership and help shape how we onboard, engage, retain, and grow our accounts.

Working Model

• Proposed hybrid arrangement: 1–2 days per week in our GTA office, with remote flexibility for the remainder of the week.
• Client visits and travel may be required from time to time but will not be a regular component of this role.

Compensation and Perks

• Base salary range: $70,000 - $80,000 CAD.
• Performance incentive: Commissions based on achieving and exceeding targets.
• OTE: $90,000 - $100,000 CAD, with no cap on commissions.
• Benefits eligibility: Benefits package eligibility from date of hire.
• Vacation: Three weeks plus additional days around Christmas.
• Opportunity to take meaningful ownership within a growing SaaS business.
• Flexible hybrid work schedule.