Cameron Poole
Toronto
Summary
Strategic and customer-focused SaaS onboarding and delivery leader with over 10 years of experience guiding enterprise clients through seamless implementations and platform adoption. Proven success scaling onboarding programs, managing high-performing teams, and optimizing cross-functional collaboration across Sales, Product, and Customer Success. Skilled in mentoring teams, reducing time-to-value, and driving customer satisfaction and retention. Passionate about delivering impactful onboarding experiences and building long-term client partnerships.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Manager, Professional Services
Achievers Inc.
03.2023 - 07.2025
- Directed the onboarding and implementation of mid-market, national and enterprise clients, overseeing a team of 10+ Implementation Managers & Technical Consultants - maintaining a +90% CSAT score.
- Created and executed scalable onboarding strategies for midmarket customers, accelerating time-to-value, while ensuring quality and platform adoption - reducing invested hours ~21%.
- Partnered cross-functionally with Sales, Product, and Customer Success to align onboarding workflows with evolving customer and platform needs.
- Mentored a growing team through structured career development, regular 1:1s, and performance coaching—resulting in a 10% increase in employee satisfaction.
- Acted as a trusted advisor during high-touch client onboarding, addressing custom needs and building strong stakeholder relationships that contributed to client retention.
Manager, Professional Services
Achievers Inc.
07.2021 - 03.2023
- Executive sponsor on large scale implementations, ensuring technical requirements are met for successful delivery. Projects include, but not limited to; HRIS integrations, APIs, report scheduling and SSO.
- Designed and implemented a streamlined onboarding framework for small and mid-sized accounts—boosting delivery capacity by ~10%.
- Served as escalation point and client liaison during onboarding, ensuring complex requirements were met while reinforcing a customer-first mindset.
- Played a key role in evolving the onboarding methodology to align with product changes, reducing friction and improving client ramp-up times.
- Regularly partnered with Sales to scope onboarding timelines and technical feasibility during pre-sales engagements.
Implementation Manager, Professional Services
Achievers Inc.
07.2019 - 07.2021
- Managed onboarding projects for enterprise clients, delivering comprehensive implementation schedules and executing against critical milestones.
- Translated client needs into actionable implementation requirements and collaborated with internal teams to deliver scalable, high-impact launches.
- Consistently ranked top among peers for program KPIs, including activation rate, time-to-launch, and client feedback scores.
- Worked closely with Product to support the rollout of custom features during onboarding, ensuring successful adoption.
Account Supervisor – TD Bank
Cossette Inc.
12.2017 - 07.2019
- Managed a team of 8 executing multi-channel digital campaigns for various TD lines of business.
- Led the deployment of 1:1 personalized email communications; conducted testing and performance optimization.
- Delivered post-campaign insights and applied learnings to improve engagement across future campaigns.
Account Executive / Coordinator – SCENE, Scotiabank, Cineplex
Bond Brand Loyalty Inc.
09.2013 - 12.2017
- Managed marketing programs and loyalty communications for SCENE and partner brands (e.g., Sport Chek, TELUS).
- Coordinated multi-departmental teams (strategy, creative, dev, call centre) to deliver technical and promotional campaigns.
- Oversaw development of “Send My Card” functionality, resulting in increased user activity from inactive segments.
Education
Honours Bachelor of Arts - Business Communications, Major in Marketing
Brock University
Skills
- Customer Onboarding Strategy
- SaaS Delivery Leadership
- Team Coaching & Development
- Cross-Functional Alignment
- Scalable Process Design
- Customer Retention & Satisfaction
- Agile Delivery Models
- Technical Integration Planning
- Onboarding Metrics & KPIs
- Strategic planning
Languages
English (fluent)
French (conversational)
Certification
- Commercial Rainmaker, Learning Tree International – 2019-10
- Certified Talk Master, Speaker Labs – 2022-08
Timeline
Senior Manager, Professional Services
Achievers Inc.
03.2023 - 07.2025
Manager, Professional Services
Achievers Inc.
07.2021 - 03.2023
Implementation Manager, Professional Services
Achievers Inc.
07.2019 - 07.2021
Account Supervisor – TD Bank
Cossette Inc.
12.2017 - 07.2019
Account Executive / Coordinator – SCENE, Scotiabank, Cineplex
Bond Brand Loyalty Inc.
09.2013 - 12.2017
Honours Bachelor of Arts - Business Communications, Major in Marketing
Brock University
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