Manager, Customer Success

Doublethink Inc.; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

myBlueprint is seeking an experienced Manager, Customer Success to lead our CS team, drive renewals, and deepen customer partnerships. You will coach staff, align on priorities, and ensure clear, scalable workflows across the customer lifecycle.

You will also manage a small portfolio of school partners, balancing team leadership with hands-on customer engagement and renewal execution. This role emphasizes coaching, data-driven improvement, and strong cross-functional collaboration.

Qualifications

• Experience leading a Customer Success team and coaching direct reports.
• Proven ability to manage renewal pipelines, risks, and escalations.
• Strong focus on process discipline, data, and account health.

Responsibilities

• Oversee renewal pipelines and customer risks while driving retention and long-term value.
• Coach and develop direct reports through regular 1:1s and performance reviews.
• Build playbooks, CRM processes, and operating routines across the customer lifecycle.
• Manage a small portfolio of accounts to stay closely connected to customers and renewals.

Skills

Coaching

People management

Customer success

Data-driven decisions

CRM proficiency

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.