Team Lead, Customer Success

Opportunity

Responsibilities

• Oversee renewal pipelines, customer risks, and escalations to improve retention and long-term customer value.
• Coach direct reports through one-to-ones, expectations, feedback, performance management, and career development.
• Build and reinforce customer lifecycle playbooks, processes, CRM practices, escalation workflows, and operating routines.
• Translate departmental priorities into actions and maintain accountability for team commitments and goals.
• Support the team through product transitions, releases, customer migrations, shifting priorities, and organizational change.
• Collaborate with Product, Sales, Marketing, Technical Support, and department leads to improve customer outcomes and advance OKRs and KPIs.
• Manage a small account portfolio, including engagement, adoption, renewal planning, and ongoing relationship management.

Candidate requirements

• Proven Customer Success or Account Management experience in SaaS, including direct responsibility for renewals, retention, customer risk, and recurring revenue.
• Direct experience leading Customer Success or Account Management team members and developing team performance through change.
• Demonstrated ability to build, document, implement, and reinforce effective processes and playbooks.
• Strong communication, problem-solving, and decision-making skills, balancing customer, team, and business needs.
• Must be located in Canada and able to work from the downtown Toronto office at least once per month.
• Comfort with shifting priorities, cross-functional collaboration, and occasional peak workloads; interest in education technology and K–12 school partners.

Work arrangement

• Most work is remote, with in-person office gatherings one to two times per month; monthly office attendance is required.
• The role is remote-friendly and allows working from anywhere for up to two months per year.

Compensation

• Base salary range is $100,000–$105,000 CAD; final compensation depends on experience and qualifications.
• The role is eligible for a performance-based bonus and commission; no salary cadence is specified.

Benefits and perks

• Benefits include health and dental coverage, a wellness spending account, flexible vacation, holiday and quarterly wellness time off, and one paid volunteer day per year.
• The company offers a $1,000 CAD annual learning and development fund, team events, and career development opportunities.

About myBlueprint

Hiring process

• The hiring process generally includes recruiter and hiring manager interviews, a take-home project, and a final interview; offers are contingent on reference and background checks.