Customer Success Lead

Temporary Customer Success Lead (maternity leave coverage)

Remote – Canada

Contract / Fixed-term (March 2026 – February 2027)

Circuit Virtual Tours is a SaaS platform helping colleges and universities create immersive, accessible virtual campus experiences. Our work supports enrollment, marketing, and student experience teams across North America, and we pride ourselves on building thoughtful products and long-term partnerships with our customers.

Customer Success is at the heart of how we operate. We work closely with institutions from launch through renewal, ensuring they see real value from their virtual tours and feel supported at every stage. This approach has led to industry-leading retention rates, five-star product ratings on G2 Crowd and category excellence, and deep customer relationships.

We are hiring a Temporary Customer Success Lead to provide maternity leave coverage starting in March. This role is responsible for leading the Customer Success function day-to-day, supporting and managing the Customer Success team, and stewarding customer relationships during this period.

This is a hands-on leadership role that blends people management, portfolio oversight, operational ownership, and cross-functional collaboration.

• Lead and support Customer Success Specialists through regular check-ins and coaching
• Support hiring, training, and onboarding of new Customer Success Specialists as needed
• Review and finalize team deliverables including meeting agendas, launch announcements, case studies, and Help Center articles
• Act as a point of escalation for troubleshooting and complex customer questions
• Foster a collaborative, supportive, and high-accountability team environment

• Oversee the health and performance of the full customer portfolio, including goal-setting and planning
• Manage a portfolio of customers as the primary point of contact for meetings, trainings, and ongoing support
• Assign new customers to Customer Success Specialists to ensure balanced and logical portfolio coverage
• Attend analytics review and key customer meetings as needed
• Steward the renewal process across all customers in collaboration with internal teams
• Monitor customer trends and lead initiatives such as webinars, shared resources, data analysis, and best-practice development
• Monitor and triage the shared support inbox ()

• Own Customer Success strategy, KPIs, and quarterly OKRs during the coverage period
• Maintain and evolve the Customer Success goals and knowledge base, including:
  • OKRs
  • Project and renewal tracking
  • Customer database
• Ensure customer records are accurate and up to date in CRM and customer communication systems
• Plan and delegate content related to Help Center articles, case studies, launch announcements, and blog contributions
• Review monthly analytics dashboards and update configurations as needed
• Serve as the primary point of contact for other Circuit teams on customer-related matters
• Collaborate with Accounting on invoice creation and approvals

• Review monthly and annual product communications and communicate relevant changes to customers
• Provide structured feedback to the Product team on customer insights, feature requests, and priorities

• 3+ years of experience in a Customer Success leadership or senior CS role within a SaaS environment
• 3+ years of experience with people management and coaching skills
• Comfort managing customer relationships, renewals, and escalations
• Highly organized with experience owning operational systems (Notion, CRMs, support tools)
• Confident collaborating cross-functionally with Product, Sales, and Finance
• Excellent written and verbal communication skills
• Experience in higher education, EdTech, or enrollment technology is an asset

• Meaningful leadership responsibility with real ownership
• Exposure to a growing SaaS company with strong customer retention
• Opportunity to leave a lasting impact on systems, processes, and customer experience
• Fully remote and flexible work environment

This is a fixed-term role to cover maternity leave, beginning in March 2026. Compensation will be commensurate with experience.