Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

We are looking for an experienced Manager, Customer Success to lead the day-to-day performance of our Customer Success team and strengthen how we support, retain, and grow our school partners. This is a hands-on leadership role for someone who genuinely enjoys coaching people and building clear, effective ways of working. You will lead impactful 1:1s, develop team capability, create accountability, and support the team through product transitions, feature releases, and changing priorities. You will also oversee renewal workflows, maintain strong data and process discipline, and help remove day-to-day roadblocks. Alongside leading the team, you will manage a small portfolio of accounts to stay closely connected to our customers, products, and renewal cycle.

Responsibilities

Oversee renewal pipelines, customer risks, and escalations while leading the team to improve retention and long-term customer value.
Coach and develop direct reports through regular 1:1s, clear expectations, feedback, performance management, and career development.
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 the 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.
Direct experience managing a customer-facing team, including coaching and developing employees, setting clear expectations, addressing underperformance, and leading people through change and ambiguity.
A 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 Canada and able to work from our downtown Toronto office at least once per month.

Skills

SaaS Customer Success
Account Management
Renewals
Retention
Customer Risk Management
Recurring Revenue Protection
People Management
Coaching
Employee Development
Process Building
Operational Leadership
Communication
Problem-Solving
Decision-Making
Change Management

Location

Toronto, Canada

Work Type

Hybrid
Remote

Experience Level

Manager
Experienced

Salary/Compensations

$100,000–$105,000 CAD
Performance-based bonus and 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) and quarterly wellness days
One paid volunteer day per year
$1,000 CAD annual learning and development fund
Remote-friendly work environment with monthly In Office days for collaboration
Work from anywhere for up to 2 months a year
Regular team events and outings
A results-oriented culture that rewards your 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, and we’re excited about what's next.
Come grow your career with us!

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!