Team Lead, 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 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 Team Lead, 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.
• Problem Solving and Change Management: Help the team navigate product launches, customer migrations, shifting priorities, and organizational change with clarity and practical solutions.
• Cross-Functional Collaboration: 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.
• Account Management: Manage a small portfolio of accounts, including customer engagement, adoption, renewal planning, and ongoing relationship management.

What an ideal candidate will have:

• SaaS Customer Success Experience: Proven experience in Customer Success or Account Management within a SaaS environment, with direct responsibility for renewals, retention, customer risk, and protecting recurring revenue.
• Coaching/Mentoring Experience: Direct experience with leadingCustomer Success or Account Management team members (includingsetting clear expectations, improving team performance, and leading people through change and ambiguity).
• Process and Operational Leadership: A demonstrated ability to build, document, implement, and reinforce Customer Success/Account Management processes and playbooks that improve consistency, accountability, and team performance.
• Communication and Business Judgment: Strong communication, problem-solving, and decision-making skills, with the ability to balance customer needs, team priorities, and business outcomes.
• Location: Candidates must be located in Canada and able to work from our downtown Toronto office at least once per month.

This role is not a fit if:

• Your experience is primarily in reactive customer support or ticket management, without ownership of renewals, retention, or expansion.
• You have not built or significantly improved a core CS process from scratch, such as onboarding, health scoring, QBRs, or playbooks.
• You are not comfortable working in a fast-paced environment with shifting priorities, regular cross-functional collaboration, and occasional peak workloads.
• You are not interested in education technology or working closely with K–12 school partners and their leaders.

Compensation

The base salary range for this role is $100,000–$105,000 CAD, with final compensation determined based on the successful candidate’s experience and qualifications. This role is also eligible for a performance-based bonus and commission.

Our Team

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