Manager, Customer Success

6 months ago

Toronto, Canada myBlueprint Full time

Join us on our mission to engage every student in their journey from education to career._

**About myBlueprint**

We're creating an active and engaging learning environment for all students, and are excited about what's next. Come grow your career with us

**About the Opportunity**

Reporting to our Director of Customer Success, you will play an integral part in building and fostering our existing partner relationships, expanding our accounts, motivating an amazing team of Customer Success Specialists, and delighting our partners.

As our Manager of Customer Success & Strategy, you will work with district leads to put a meaningful implementation plan in place for the school year, collect product feedback and suggestions, identify upsell/revenue growth opportunities, and drive long-term retention. You will also lead and manage a small Customer Success team, ensuring that the team is working meaningfully towards achieving department and company goals and objectives.

If you are a goal-driven and dynamic individual interested in providing solutions to improve student success and future readiness for all learners, you have a background in customer success, and are excited to lead an amazing team, then this role could be a perfect fit for you

**_ What you will do:_**
- Create and implement strategies, initiatives, and processes that improve the customer experience, increase retention, and drive revenue growth from partners
- Manage day to day functions of the Customer Success Team, including recurring check-ins, 1:1s, performance reviews, employee relations, conflict resolution, project delegation, OKRs and goal setting, and other managerial tasks
- Collaborate cross-functionally with Technical Support, Product, Marketing, and Sales; provide insights and solutions to partner challenges and develop strategies to proactively mitigate risk and improve partner retention
- Advocate for the company by working one-on-one with partners and drive a positive reputation that will result in referrals, references, and reviews
- Be the voice of the customer, advocating for their needs and ensuring that company decisions are thoughtful of the end user and purchaser of our products
- Build relationships with your key ministry contacts, district leads, and school champions to foster a relationship between partners and our customer experience team
- Onboard new partners including educating on the value of our product, creating an implementation and training plan, fostering a strong use case, enhancing their workflow and strategy for student success
- Support partner renewals for the Customer Success team by proactively assessing risk, including encouraging upsells and cross-sells that fulfill partner goals
- Lead customer workshops and training around product updates, new features, and implementation strategies/best practices
- Develop customer-specific resources to assist with implementation and engagement objectives and workshop/training goals (e.g., custom guides, custom slide-deck, handouts, demo accounts)
- 3+ years in Customer Success or Account Management at a SaaS company
- Strong business acumen and proven ability to influence decision-makers in various sizes of organizations
- Proven experience increasing software adoption, and leveraging Customer Success best practices
- Proven ability to develop strategies, translate them into initiatives, and track success
- Experience in preparing and delivering presentations targeted to a senior audience
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
- Demonstrated operational excellence in analytical thinking, process development and iteration, problem-solving, communication, and planning
- Ability to collaborate across the organization and with external stakeholders
- Proficient with various software tools including Salesforce, Catalyst, Intercom, and Confluence
- Willingness to professionally address escalated customer issues with urgency and tact

**_ Bonus points for:_**
- Experience in the K-12 Ed Tech Industry or Education is a major asset
- Experience with Sales, Technical Support, or Training is an asset
- Bilingual in English and French is an asset

**Our Team**

Our team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry. We are incredibly proud of the work we do. Our core values are: _we take ownership, we make each other better, we invest in constant improvement, we embrace the adventure, we prioritize communication, and we want to be here_

**_ Benefits & Perks_**
- Competitive compensation
- Comprehensive health and dental coverage
- A health and wellness spending account
- Flexible vacation days, with additional vacation days earned annually
- Additional paid time off through myBlueprint Days (between Christmas to New Year)
- Additional paid time off through Quarterly Wel

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