Beyond

Customer Success Lead

Beyond

contract

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Location Type: Remote

Location: Canada

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Job Level

Senior

About the role

  • 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
  • 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
  • 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
  • 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

Requirements

  • 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.
Benefits
  • Fully remote and flexible work environment
  • Meaningful leadership responsibility with real ownership
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successpeople managementcoachingdata analysisgoal-settingKPI managementOKR managementtroubleshootingcontent planninganalytics review
Soft Skills
leadershiporganizational skillscommunication skillscollaborationproblem-solvingcustomer relationship managementtrainingonboardingfeedback provisionescalation management