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About the Role
We are seeking an experienced Manager, Customer Success to lead the day-to-day performance of our Customer Success team. This role focuses on strengthening support, retention, and growth for our school partners through people coaching and building effective operational processes. You will also manage a small portfolio of accounts to stay connected to customers and products.
Responsibilities
- Coach and develop Customer Success Managers through regular 1:1s, clear expectations, feedback, performance management, and career development.
- Oversee renewal pipelines, customer risks, and escalations while coaching the team to improve retention and long-term customer value.
- Ensure the team understands customer needs and delivers a proactive, consistent, and valuable customer experience.
- Build and reinforce effective playbooks, processes, CRM practices, escalation workflows, and operating routines across the customer lifecycle.
- Translate departmental priorities into clear actions and ensure the team follows through on commitments, goals, and agreed-upon processes.
- Help the team navigate product launches, customer migrations, shifting priorities, and organizational change with clarity and practical solutions.
- Partner with Department Leads and cross-functional teams across Product, Sales, Marketing, and Technical Support to improve customer outcomes and advance departmental OKRs/KPIs.
- Manage a small portfolio of school partners, including customer engagement, adoption, renewal planning, and relationship management.
Requirements
- Proven experience in Customer Success or Account Management within a SaaS environment, with direct responsibility for renewals, retention, customer risk, and protecting recurring revenue.
- Experience in relevant industries such as EdTech or K–12 education is strongly preferred.
- Direct experience managing a customer-facing team, including coaching and developing employees, setting clear expectations, addressing underperformance, and leading people through change and ambiguity.
- Demonstrated ability to build, document, implement, and reinforce Customer Success processes and playbooks that improve consistency, accountability, and team performance.
- Strong communication, problem-solving, and decision-making skills, with the ability to balance customer needs, team priorities, and business outcomes.
- Candidates must be located within the Greater Toronto Area and able to work from our downtown Toronto office at least once per month.
- Accountability for work and responsibilities, managing a dynamic workload, and potential extra hours during peak periods.
- Comfort with a demanding work environment and fluctuating workloads.
- Effective teamwork and shared goals, with the ability to engage in occasional in-person meetings.
- Openness to taking on new challenges and actively seeking personal and professional growth.
- Adaptability to changing conditions and ability to manage multiple tasks efficiently in a dynamic setting.
- Comfort with open communication and transparent feedback.
- Passion for education and the mission to support student success.
Skills
- Customer Success
- Account Management
- SaaS
- Renewals
- Retention
- Customer Risk Management
- Recurring Revenue Protection
- EdTech
- K-12 Education
- People Management
- Coaching
- Employee Development
- Process Building
- Process Documentation
- Process Implementation
- Process Reinforcement
- Playbook Development
- CRM Practices
- Escalation Workflows
- Operating Routines
- Communication
- Problem-Solving
- Decision-Making
- Cross-Functional Collaboration
- Product Management
- Sales
- Marketing
- Technical Support
- Change Management
- Operational Excellence
Location
- Greater Toronto Area
- Downtown Toronto office
Work Type
- Hybrid
- Remote-friendly
- Monthly In Office days
Experience Level
- Experienced Manager
- SaaS Customer Success Experience
- People Management Experience
Salary/Compensations
- $100,000–$105,000 CAD
- Performance-based bonus
- Commission
Benefits
- Health and dental coverage
- Wellness spending account
- Flexible vacation days, with more earned annually
- Extra paid time off during holidays (Christmas to New Years)
- Quarterly wellness days
- One paid volunteer day per year
- $1,000 CAD annual learning and development fund
- Work from anywhere for up to 2 months a year
- Regular team events and outings
- Results-oriented culture that rewards efforts and fosters continuous learning and growth
About the Company
- myBlueprint is a leading developer of K-12 EdTech tools used by over 1 million students across Canada.
- We create best-in-class digital portfolios and career/life planning tools to support student success and documentation of learning.
- Our mission is to empower every student to thrive and succeed in education, career, and life.
- We're creating an active and engaging learning environment for all students.
- Our team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry.
- We are incredibly proud of the work we do.
- Joining our team means embracing a high-performance culture that aligns with our core values.
Equal Opportunity
- We strive to build a workplace where all employees feel included, valued, and heard.
- We are dedicated to maintaining a barrier-free recruitment process and will work with any applicant requesting accommodation at any stage.
- We embrace diverse perspectives and experiences and encourage candidates to apply, even if your experience doesn’t perfectly align with the job description - there are many pathways to a successful career, and we want to hear about yours!