Director of Customer Success at EdTech SaaS
Job in
Toronto, Ontario, C6A, Canada
Listed on 2026-07-05
Listing for:
Martyn Bassett Associates
Full Time
position Listed on 2026-07-05
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, Account Manager, HelpDesk/Support
Job Description & How to Apply Below
As the inaugural Head of Customer Success, you will lead a dedicated team of 18 in Implementation and Account Management. You’ll be pivotal in optimizing a $20M+ ARR portfolio, enhancing processes and technology to shift the team from churn management to expansion maximization, reporting directly to the SVP Growth.
Key Responsibilities:
• Lead Implementation and Account Management teams effectively
• Develop strategies for customer engagement and retention
• Create and implement processes and training playbooks
• Introduce and optimize CSM automation tools
• Work closely with the SVP Growth to align customer success priorities
Requirements:
• Demonstrated experience in B2B SaaS Customer Success leadership
• Proven skills in developing Customer Success frameworks
• Prior use of Gainsight, Churn Zero, or similar tools preferred
• Ability to commute to downtown Toronto at least once a week
• Experience with automation in Customer Success functions
Become the driving force behind customer satisfaction and company growth in the EdTech industry.
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