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.

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.

Customer Success team management 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

Customer portfolio management 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 ([email protected] Success operations Own Customer Success strategy, KPIs, and quarterly OKRs during the coverage period

Maintain and evolve the Customer Success goals and knowledge base, including: 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

Serve as the primary point of contact for other Circuit teams on customer-related matters

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)

Experience in higher education, EdTech, or enrollment technology is an asset

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 setting

This is a fixed-term role to cover maternity leave, beginning in March 2026.

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