Manager, Customer Success (People Management)
$100,000–$105,000 year
HybridToronto, Ontario, Canada
Job Summary
Oversee renewal pipelines, customer risks, and escalations while coaching direct reports through regular 1:1s, clear expectations, and performance management. Build and reinforce effective playbooks, CRM practices, and escalation workflows across the customer lifecycle, translating departmental priorities into actionable commitments. Manage a small portfolio of school partners to drive engagement, adoption, and relationship management alongside product transitions and feature releases. Partner with cross-functional teams to improve customer outcomes and advance departmental OKRs. This hands-on leadership role requires balancing team development with direct account management within a fast-paced EdTech environment.
Required Qualifications
- SaaS Customer Success Experience
- Proven experience in Customer Success or Account Management within a SaaS environment
- Direct responsibility for renewals
- Direct responsibility for retention
- Direct responsibility for customer risk
- Direct responsibility for protecting recurring revenue
- Direct experience managing a customer-facing team
- Experience coaching and developing employees
- Experience setting clear expectations
- Experience addressing underperformance
- Experience leading people through change and ambiguity
- A demonstrated ability to build, document, implement, and reinforce Customer Success processes and playbooks
- Strong communication skills
- Strong problem-solving skills
- Strong decision-making skills
- Ability to balance customer needs, team priorities, and business outcomes
- Candidates must be located within Canada
- Ability to work from the downtown Toronto office at least once per month
Desired Qualifications
- Experience in relevant industries such as EdTech or K–12 education
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