Customer Success Manager

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 vision 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

As a Customer Success Manager for SpacesEDU, you’ll play an integral role in guiding our customers through their journey. By fostering existing relationships, driving product adoption, sharing best practices, and overseeing renewals, you’ll become a trusted advisor for school and district leads. You’ll focus on driving retention through proactive problem-solving, upselling, and expansion opportunities.

If you’re passionate about improving student success and learning experiences, with a strong background in education or customer success, this role could be a great fit for you!

What you will do:

Retention and Expansion

• Drive partner retention by anticipating needs, mitigating churn risk, and implementing effective strategies that elevate the customer journey at every touchpoint.
• Design and execute engagement campaigns and initiatives for the Success Team and your partners.
• Identify, nurture, and close expansion and upsell opportunities to expand product adoption and drive revenue.
• Manage the negotiated renewal process.

Industry Expertise and Customer Insights

• Demonstrate expertise in the education industry through thought leadership in assessment, digital documentation, and educational technology.
• Actively inform product and process development by collecting, sharing, and actioning upon valuable partner and research-based insights, ideas, and challenges.

Account Management and Customer Engagement

• Own and manage the partner lifecycle for medium to enterprise-level accounts, ensuring timely support on inquiries and requests.
• Lead partner workshops, trainings, and meetings involving product updates, implementation strategies, thought leadership, and more.
• Establish clear, measurable goals for each partner account to track success and drive continuous adoption with meaningful engagement.
• Monitor implementation progress, adoption rates, and partner interactions to optimize partner outcomes and satisfaction.

What an ideal candidate will have:

• Experience: 4+ years of experience in K-12 education (teaching or administration) OR 3+ years in Customer Success or Account Management within a SaaS environment. A combination of both is preferred. Experience managing complex, strategic accounts is highly desirable.
• Communication: Exceptional communication skills, with the ability to engage, influence, and build strong relationships with stakeholders at all levels, including senior leadership.
• Presentation: Proficiency in crafting and delivering compelling presentations for senior-level audiences, driving alignment and influencing key decisions.
• Strategic Thinking: Proven ability to lead customer-facing initiatives, drive strategic growth, and influence product and process development. Leverages customer insights to inform decision-making and drive long-term value for both customers and the organization.
• Problem Solving: Proactive, solutions-oriented mindset with the ability to anticipate challenges, design strategic initiatives, and implement actionable plans that deliver long-term success.
• Collaboration: Ability to collaborate effectively with cross-functional teams, driving shared objectives and ensuring customer success in a fast-paced environment.
• Operations: Strong operational expertise with a focus on driving efficiencies, optimizing processes, and ensuring high satisfaction across the entire customer lifecycle.

Bonus points for:

• Bilingual proficiency in French.
• Experience in EdTech at a SaaS company.

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. Joining our team means embracing a high-performance culture that aligns with our core values. Here's what you can realistically expect:

Accountability: We take ownership of our work and responsibilities. You'll manage a dynamic workload and may face occasional extra hours during peak periods. Our team thrives under pressure, and we hold ourselves accountable for delivering results and meeting high standards.

Collaboration: We enhance each other's success through effective teamwork and shared goals. While most of our work is remote, our local teams gather in the office 1-2 times a month. These in-person meetings are essential for fostering strong relationships and ensuring productive collaboration.

Growth: We are dedicated to continuous improvement and professional development. You'll be presented with challenges that promote learning and growth in your role. We offer opportunities for skill-building and career advancement to support your ongoing progress.

Adaptability: We operate in a fast-paced environment where priorities can shift rapidly. You'll need to adapt to changing conditions and manage multiple tasks efficiently. You'll thrive here if you excel in a dynamic setting and embrace change.

Transparency: We prioritize clear and open communication. We're upfront about our expectations and recognize that this type of work environment is not for everyone. Accurate and honest interactions are key to ensuring you have a clear understanding of your role and responsibilities.

Community: We work with individuals who are genuinely passionate about education and our mission to support student success. Our team is committed to making a meaningful impact, and we seek those who share this dedication and enthusiasm for our mission.

Benefits & Perks

• 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
• $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

Our Hiring Process

Every new hire will have a huge impact on our organization, so we take both the hiring process and the candidate experience seriously - we know that an interview goes both ways! We will keep an open line of communication throughout the process and ensure there is time at the end of all interviews for candidates to ask any questions.

Our hiring process will generally follow this format:

1. An introductory phone interview with our People team to discuss the opportunity in more detail; we’ll learn more about you and you’ll learn more about us!
2. A short take-home assignment for you to complete on your own time; this will give you a better understanding of the work we do as it will be reflective of the role you’re applying for.
3. A virtual interview with the Hiring Manager to go over your background, the position, and the organization in more detail; we’ll dive deeper into the job-specific and technical components of the role, as well as behavioural aspects.
4. A final interview for you to meet additional team members; you’ll get to meet with cross-functional stakeholders and gain a holistic view of what life at myBlueprint will look like.
5. We extend an offer and you join our team! Offers will be contingent upon successful reference checks and background checks.

At myBlueprint, we are committed to building and fostering a workplace where our employees feel included, valued, and heard. We aim to have a barrier-free recruitment and selection process and will work with applicants requesting accommodation at any stage. We embrace the diverse perspectives and experiences from all backgrounds and encourage interested candidates to apply, regardless of race, gender, age, sexual orientation, marital status, citizenship, disability, national origin, or any other protected status. If your experience does not 100% match the job description, or if you are unsure about whether or not you qualify, we still encourage you to apply - there are many pathways to a successful career, and we would like to hear about yours!