Manager, Customer Success (People Management)
About The Position
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.
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 the Greater Toronto Area and able to work from our downtown Toronto office at least once per month.
Nice To Haves
- Experience in relevant industries such as EdTech or K–12 education is strongly preferred.
Responsibilities
- Coach and develop Customer Success Managers through regular 1:1s, clear expectations, feedback, performance management, and career development.
- Oversee renewal pipelines, customer risks, and escalations while coaching the team to improve retention and long-term customer value.
- Ensure the team understands customer needs and delivers a proactive, consistent, and valuable customer experience.
- 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.
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 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
