Customer Success Specialist

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 are excited about what's next. Come grow your career with us!

About the Opportunity

As a Customer Success Specialist for myBlueprint, you’ll build strong relationships with district leaders, administrators, and educators to support their goals and maximize the use of our Education Planner platform. You’ll manage a portfolio of accounts, monitor progress, and proactively address challenges to ensure engagement and satisfaction.

If you have a background in education, enjoy building relationships, and want to make a meaningful impact, this role could be a great fit for you!

What you will do:

Retention and Expansion

• Build and maintain proactive relationships with district leads and key stakeholders to drive success and goal alignment.

• Own the customer lifecycle for your portfolio, focusing on Net Revenue Retention (NRR) and ensuring high retention rates through tailored support.

• Identify potential risks, proactively monitor account health, and implement solutions to address issues and ensure customer success.

• Pursue growth opportunities, including upsell, cross-sell, and expansion within existing accounts to drive revenue growth.

Customer Experience and Product Adoption

• Collaborate with internal teams to develop and implement strategies that enhance customer experience and product adoption.

• Develop and deliver tailored training and resources to help partners maximize the value they get from myBlueprint.

• Ensure process adherence, maintain data accuracy, and contribute to improvements across training, resource creation, and operational efficiency.

Customer Engagement and Feedback

• Gather and share partner feedback with internal teams to enhance the customer experience and influence product development.

• Represent myBlueprint at educational conferences and professional events, delivering presentations, running booths, and reporting key takeaways to cross-functional teams.

• Collaborate with the Sales team to ensure a smooth transition from sales to onboarding and ongoing success.

What an ideal candidate will have:

• Experience: 2+ years of experience in K-12 education (teaching or administration) OR 2+ years in Customer Success or Account Management within a SaaS environment. A combination of both is preferred.

• Relationship Building: Proven ability to build and maintain strong relationships, ensuring long-term customer success and ongoing engagement.

• Business Acumen: Strong understanding of customer needs and the ability to influence decision-makers to drive success and maximize value.

• Collaboration: Proven ability to work cross-functionally with internal teams to achieve shared goals and improve customer outcomes.

• Adaptability: Comfortable working in a fast-paced, evolving environment, with the ability to manage change while prioritizing customer needs and success.

• Problem Solving: Proactive in identifying challenges, resolving issues, and driving product adoption to deliver optimal value to customers.

• Data and CRM Proficiency: Experience with CRM tools (e.g., Salesforce) and data analysis to track customer interactions, monitor account health, and improve customer engagement.

• Time Management: Strong organizational skills with the ability to manage multiple priorities and focus on key customer outcomes.

• Change Management: Experience helping customers navigate product updates, ensuring smooth transitions and continued value from the platform.

Bonus points for:

• Familiarity with provincial/state curriculum standards and mandates.

• Bilingual proficiency in French.

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. You won't be a good fit if you're not comfortable with a demanding work environment and fluctuating workloads.

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. You won't be a good fit if you prefer not to engage in occasional in-person/hybrid meetings or if you struggle with remote teamwork.

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. You won't be a good fit if you're not open to taking on new challenges and actively seeking personal and professional growth.

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. You won't be a good fit if you struggle with having a variety of responsibilities and shifting priorities.

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. You won't be a good fit if you are uncomfortable with open communication and transparent feedback.

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. You won't be a good fit if you're not passionate about our mission or if you don't share our commitment to making a difference with our products and services.

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 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.
3. 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.
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!