SaaS Customer Success Manager: Growth & Renewals

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

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.