Manager, Customer Success

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 vision 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 a Manager of Customer Success to lead a portion of our Customer Success team and help shape how we support and grow our partner base. In this role, you’ll play a key role in evolving the customer journey, driving adoption and engagement, and ensuring long-term value for our educator partners. Your core focus will be on our SpacesEDU product to start, but as our products continue to grow and evolve, this may change/expand.

If you’re a strategic thinker who excels at enhancing customer experiences, leading teams, and collaborating across functions, this could be the perfect next step for you. A genuine passion for K-12 education is essential, along with a strong drive to manage and elevate teams to achieve their goals.

What you will do:

• Lead and manage a team of 5–7 direct reports to deliver strong customer outcomes and meet team goals; drive performance through regular 1:1s, coaching, goal-setting, and performance reviews, while fostering individual growth and development.
• Act as a strategic leader by developing and implementing initiatives that improve customer experience, increase retention, and drive revenue growth, while also managing a portfolio of your own accounts.
• Build and maintain strong relationships with key partners, including ministry contacts, district leads, and school champions, while ensuring their needs are met and fostering long-term engagement and referrals.
• Support partner renewals by identifying risk, working proactively to address concerns, and collaborating with the team to secure upsells, cross-sells, and successful contract retention.
• Collaborate cross-functionally with teams such as Technical Support, Product, Marketing, and Sales to address partner challenges, provide insights, and develop proactive strategies for customer success.
• Conduct workshops and training on product updates, new features, and best practices, creating customer-specific resources (e.g., custom guides, demo accounts) to ensure partners' success.

What an ideal candidate will have:

• 4+ years of experience in Customer Success within a SaaS environment, with a strong interest in K-12 education OR 4+ years of experience in the K12 education sector, ideally with a focus on:
  • Student assessment practices aligned with K-12 curriculum standards
  • Standards-based or competency-based learning models
  • Methods for tracking and showcasing student progress, such as portfolios or other forms of authentic documentation of learning
  • Note: A combination of both K-12 education and SaaS Customer Success experience will be prioritized for this role.
• Strong business acumen and proven ability to influence decision-makers at various levels and organization sizes.
• Experience managing a portfolio of accounts while leading and supporting a team, balancing the responsibilities of both a people manager and an individual contributor.
• Proven ability to increase software adoption and leverage Customer Success best practices to drive long-term customer value.
• Experience in strategy development with the ability to measure success and drive initiatives that improve the customer experience.
• Exceptional communication skills, including the ability to present to senior audiences, explain technical solutions, and collaborate across teams to meet customer needs.

Bonus points for:

• Experience in the K-12 EdTech Industry
• Bilingual in English and French

Our Team

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. Here's what you can realistically expect:

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, our local teams 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/hybrid 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 two 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.

Our hiring process will generally follow this format:

1. An introductory phone interview with our People team to discuss the opportunity in more detail; we’ll learn more about you and you’ll learn more about us!
2. A virtual interview with the Hiring Manager to go over your background, the position, and the organization in more detail; we’ll dive deeper into the job-specific and technical components of the role, as well as behavioural aspects.
3. A short take-home assignment for you to complete on your own time; this will give you a better understanding of the work we do as it will be reflective of the role you’re applying for.
4. A final interview for you to meet additional team members; you’ll get to meet with cross-functional stakeholders and gain a holistic view of what life at myBlueprint will look like.
5. We extend an offer and you join our team! Offers will be contingent upon successful reference checks and background checks.

At myBlueprint, we are committed to building and fostering a workplace where our employees feel included, valued, and heard. We aim to have a barrier-free recruitment and selection process and will work with applicants requesting accommodation at any stage. We embrace the diverse perspectives and experiences from all backgrounds and encourage interested candidates to apply, regardless of race, gender, age, sexual orientation, marital status, citizenship, disability, national origin, or any other protected status. If your experience does not 100% match the job description, or if you are unsure about whether or not you qualify, we still encourage you to apply - there are many pathways to a successful career, and we would like to hear about yours!