Manager, Customer Success

myBlueprint; Toronto; Hybrid; CAD 100,000 - 105,000; Full time

Job summary

myBlueprint is seeking a Manager, Customer Success to lead the day-to-day performance of our CS team and strengthen how we support, retain, and grow our school partners. This is a hands-on leadership role focused on coaching, building clear processes, and guiding the team through product launches and priority shifts.

You will oversee renewal workflows, maintain strong data discipline, and manage a small portfolio of accounts to stay connected to customers and renewal cycles.

Qualifications

• SaaS Customer Success experience with renewals and retention.
• Direct experience managing at least 4+ CS or AM team members, including coaching and development.
• Ability to build, document, implement, and reinforce CS/AM processes and playbooks.
• Strong communication, problem-solving, and business judgment skills.
• Location: Canada and able to work from downtown Toronto office at least once per month.

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 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 accounts, including customer engagement, adoption, renewal planning, and ongoing relationship management.

Skills

SaaS Customer Success

People Management

Process & Playbooks

Communication & Judgment

Location Canada/Toronto

Job description

About MyBlueprint

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. You can learn more about us at www.myBlueprint.ca.

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!

About The Opportunity

We’re 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. If you enjoy developing people while staying close to customers and the day-to-day work of Customer Success, this role offers the opportunity to make a meaningful impact across both the team and the customer experience.

What you will do:

• Retention and Renewals: Oversee renewal pipelines, customer risks, and escalations while leading the team to improve retention and long-term customer value.
• People Management: Coach and develop direct reports through regular 1:1s, clear expectations, feedback, performance management, and career development
• Operational Excellence: Build and reinforce effective playbooks, processes, CRM practices, escalation workflows, and operating routines across the customer lifecycle
• Execution and Accountability: Translate departmental priorities into clear actions and ensure the team follows through on commitments, goals, and agreed-upon processes
• Problem Solving and Change Management: Help the team navigate product launches, customer migrations, shifting priorities, and organizational change with clarity and practical solutions
• Cross-Functional Collaboration: 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
• Account Management: Manage a small portfolio of accounts, including customer engagement, adoption, renewal planning, and ongoing relationship management

What an ideal candidate will have:

• SaaS Customer Success Experience: Proven experience in Customer Success or Account Management within a SaaS environment, with direct responsibility for renewals, retention, customer risk, and protecting recurring revenue.
• People Management Experience: Direct experience managing at least 4+ Customer Success or Account Management team members, including coaching and developing employees, setting clear expectations, addressing underperformance, and leading people through change and ambiguity
• Process and Operational Leadership: A demonstrated ability to build, document, implement, and reinforce Customer Success/Account Management processes and playbooks that improve consistency, accountability, and team performance
• Communication and Business Judgment: Strong communication, problem-solving, and decision-making skills, with the ability to balance customer needs, team priorities, and business outcomes
• Location: Candidates must be located in Canada and able to work from our downtown Toronto office at least once per month

This role is not a fit if:

• Your experience is primarily in reactive customer support or ticket management, without ownership of renewals, retention, or expansion
• You have not directly managed a team of Customer Success or Account Management professionals, including hiring, coaching, and performance management
• You have not built or significantly improved a core CS process from scratch, such as onboarding, health scoring, QBRs, or playbooks
• You are not comfortable working in a fast-paced environment with shifting priorities, regular cross-functional collaboration, and occasional peak workloads
• You are not interested in education technology or working closely with K-12 school partners and their leaders

Compensation

The base salary range for this role is $100,000–$105,000 CAD, with final compensation determined based on the successful candidate’s experience and qualifications. This role is also eligible for a performance-based bonus and commission.

Our Team

Accountability

We take ownership of our work and responsibilities. You'll manage a dynamic workload and may face occasional extra hours during peak periods. Our team thrives under pressure, and we hold ourselves accountable for delivering results and meeting high standards. You won't be a good fit if you're not comfortable with a demanding work environment and fluctuating workloads.

Collaboration

We enhance each other's success through effective teamwork and shared goals. While most of our work is remote, we gather in the office 1-2 times a month. These in-person meetings are essential for fostering strong relationships and ensuring productive collaboration. You won't be a good fit if you prefer not to engage in occasional in-person meetings or if you struggle with remote teamwork.

Growth

We are dedicated to continuous improvement and professional development. You'll be presented with challenges that promote learning and growth in your role. We offer opportunities for skill-building and career advancement to support your ongoing progress. You won't be a good fit if you're not open to taking on new challenges and actively seeking personal and professional growth.

Adaptability

We operate in a fast-paced environment where priorities can shift rapidly. You'll need to adapt to changing conditions and manage multiple tasks efficiently. You'll thrive here if you excel in a dynamic setting and embrace change. You won't be a good fit if you struggle with having a variety of responsibilities and shifting priorities.

Transparency

We prioritize clear and open communication. We're upfront about our expectations and recognize that this type of work environment is not for everyone. Accurate and honest interactions are key to ensuring you have a clear understanding of your role and responsibilities. You won't be a good fit if you are uncomfortable with open communication and transparent feedback.

Community

We work with individuals who are genuinely passionate about education and our mission to support student success. Our team is committed to making a meaningful impact, and we seek those who share this dedication and enthusiasm for our mission. You won't be a good fit if you're not passionate about our mission or if you don't share our commitment to making a difference with our products and services.

Benefits & Perks

• 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 to give back to a cause you’re passionate about
• $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

Our Hiring Process

Every new hire will have a huge impact on our organization, so we take both the hiring process and the candidate experience seriously - we know that an interview goes both ways! We will keep an open line of communication throughout the process and ensure there is time at the end of all interviews for candidates to ask any questions.

• Recruiter/HR interview: You’ll meet with a member of our People team to learn more about the opportunity and our company. We’ll also get to know you, your background, and what you’re looking for in your next role to see if there’s a strong potential match
• Hiring Manager interview: You’ll meet with the Hiring Manager to discuss your experience, the team, and the role in more detail. This conversation will focus on your job-specific knowledge, relevant experience, and approach to common situations you may encounter in the position
• Take-home project: You’ll complete a short take-home project on your own time. The project is designed to reflect the type of work you may do in the role and give both you and the hiring team a better sense of overall fit
• Final interview: You’ll meet with the Hiring Manager and CEO to build on earlier conversations and continue the discussion on your overall alignment with the role, team, and organization
• Offer: If selected, we’ll extend an offer for you to join our team! All offers are contingent upon the successful completion of reference and background checks

How We Use AI In Hiring

At myBlueprint, we use artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening applicants, assessments, scheduling, and summarizing interviews. These tools support our team but do not replace human judgment, and all final hiring decisions are always made by our hiring team. We are committed to using AI responsibly, fairly, and in compliance with Ontario employment and human rights laws. Our AI tools are regularly reviewed to minimize bias and protect applicant privacy.

Diversity, Inclusion & Accessibility

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!