Temporary Customer Success Lead (maternity leave coverage)Remote – CanadaContract / Fixed-term (March 2026 – February 2027)About CircuitCircuit 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.The roleWe 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.What you’ll be responsible forCustomer Success team managementLead and support Customer Success Specialists through regular check-ins and coachingSupport hiring, training, and onboarding of new Customer Success Specialists as neededReview and finalize team deliverables including meeting agendas, launch announcements, case studies,



and Help Center articlesAct as a point of escalation for troubleshooting and complex customer questionsFoster a collaborative, supportive, and high-accountability team environmentCustomer portfolio managementOversee the health and performance of the full customer portfolio, including goal-setting and planningManage a portfolio of customers as the primary point of contact for meetings, trainings, and ongoing supportAssign recent customers to Customer Success Specialists to ensure balanced and logical portfolio coverageAttend analytics review and key customer meetings as neededSteward the renewal process across all customers in collaboration with internal teamsMonitor customer trends and lead initiatives such as webinars, shared resources, data analysis, and best-practice developmentMonitor and triage the shared support inbox ( )Customer Success operationsOwn Customer Success strategy, KPIs, and quarterly OKRs during the coverage periodMaintain and evolve the Customer Success goals and knowledge base,



including:OKRsProject and renewal trackingCustomer databaseEnsure customer records are accurate and up to date in CRM and customer communication systemsPlan and delegate content related to Help Center articles, case studies, launch announcements, and blog contributionsReview monthly analytics dashboards and update configurations as neededServe as the primary point of contact for other Circuit teams on customer-related mattersCollaborate with Accounting on invoice creation and approvalsProduct guidance and feedbackReview monthly and annual product communications and communicate relevant changes to customersProvide structured feedback to the Product team on customer insights, feature requests, and prioritiesWhat we’re looking for3+ years of experience in a Customer Success leadership or senior CS role within a SaaS environment3+ years of experience with people management and coaching skillsComfort managing customer relationships, renewals, and escalationsHighly organized with experience owning operational systems (Notion, CRMs, support tools)Confident collaborating cross-functionally with Product, Sales, and FinanceExcellent written and verbal communication skillsExperience in higher education, EdTech, or enrollment technology is an assetWhy this roleMeaningful leadership responsibility with real ownershipExposure to a growing SaaS company with strong customer retentionOpportunity to leave a lasting impact on systems, processes, and customer experienceFully remote and flexible work environmentTerm & compensationThis is a fixed-term role to cover maternity leave, beginning in March 2026. Compensation will be commensurate with experience.#J-18808-Ljbffr

📌 Customer Success Lead (Toronto)
🏢 Beyond Media Digital
📍 Toronto