Technical Customer Success Manager – Higher Education Technology and Partnership Development Expert

Introduction to blithequark Higher education is evolving, and so is blithequark. We are in growth mode, expanding our platform, evolving our customer success model, and deepening our partnerships with medical and health sciences programs around the world. As a leader in higher education technology, blithequark is committed to helping institutions simplify complexity, reduce risk, and unlock the full potential of their students and faculty. The Role You’ll Play As our next Technical Customer Success Manager, you will be part of a dynamic team that guides higher education institutions through pivotal transitions, builds referral-worthy relationships, and helps define how Customer Success drives retention and growth at blithequark. By supporting programs using our One45, MSPE Builder, and Analytics SaaS products, your work will directly impact how future doctors, nurses, and health professionals are trained. Key Responsibilities In this role, you will: Guide partners through transitions , from onboarding to platform migrations, with confidence, clarity, and care. Lead technical implementations of One45 and Platform for new partners , coordinating timelines, configuration, and stakeholder training with support from Technical Consultants. Build trust-based relationships with administrators , faculty, and program leaders that extend well beyond initial implementation. Execute the Orchestrated Account Management (OAM) model , ensuring consistent touchpoints, success plans, and documentation throughout the client lifecycle. Anticipate risks and reduce escalations by surfacing issues early, coordinating resolution, and reinforcing trust in high-stakes moments. Collaborate with Technical Consultants to uncover true partner needs, co-create solutions, and accelerate time-to-value. Act as the partner’s advocate internally , sharing insights that influence product direction, improve processes, and strengthen the overall partner journey. Enable adoption and learning , contributing to scalable resources like our new Onboarding Hub and training initiatives that empower partners to succeed independently. Contribute to team growth by modeling engagement hygiene (touchpoints, notes, follow-ups) and supporting process improvement as our playbooks mature. Essential Qualifications To succeed in this role, you will need: Retention through Change : Experience guiding clients through implementations, migrations, or major process changes, building trust during high-risk moments and ensuring they stayed engaged and confident in the partnership. Driving Adoption & Time-to-Value : Experience onboarding and training users on new tools or systems, helping them see value quickly and build lasting habits of use. Reducing Escalations : Ability to spot risks early, surface issues before they grow, and coordinate resolution across internal teams to restore confidence and strengthen relationships. Building Referral-Worthy Relationships : Experience building partnerships strong enough that clients not only renew but recommend your services to others, and you take pride in being a trusted advisor, not just a point of contact. Supporting Growth : Understanding that customer success doesn’t stop at service: you’ve collaborated on renewals, cross-sells, or upsells by surfacing opportunities and connecting client needs to additional value. Stakeholder Collaboration : Experience working with a range of client stakeholders, from administrators to directors to executives, tailoring your communication and approach to their context and goals. Project Management with Many Moving Parts : Confidence coordinating complex client projects, managing timelines, and keeping multiple stakeholders aligned without losing sight of details. Curiosity and Resilience : Ability to thrive in fast-changing environments, quickly learning new tools and processes, and bringing resourcefulness when faced with uncertainty. Preferred Qualifications While not required, the following qualifications are preferred: Experience in higher education technology : Familiarity with the challenges and opportunities facing higher education institutions, and experience working with technology solutions that support student success. Technical expertise : Experience with SaaS products, technical implementation, and data analysis. Project management certification : Certification in project management, such as PMP or Agile. Skills and Competencies To succeed in this role, you will need: Excellent communication and interpersonal skills : Ability to build strong relationships with clients, stakeholders, and team members. Strong problem-solving and analytical skills : Ability to analyze complex problems, identify solutions, and implement effective plans. Ability to work in a fast-paced environment : Ability to prioritize tasks, manage multiple projects, and meet deadlines in a dynamic environment. Strong technical skills : Experience with SaaS products, technical implementation, and data analysis. Ability to learn quickly : Ability to quickly learn new tools, processes, and technologies. Career Growth Opportunities At blithequark, we are committed to helping our employees grow and develop in their careers. As a Technical Customer Success Manager, you will have opportunities to: Develop your technical skills : Stay up-to-date with the latest technologies and trends in higher education. Build your professional network : Connect with other professionals in the industry and build relationships that can help you grow in your career. Take on new challenges : As the company grows and evolves, you will have opportunities to take on new challenges and responsibilities. Work Environment and Company Culture At blithequark, we are committed to creating a positive and supportive work environment that allows our employees to thrive. We offer: Remote-first work : Work from anywhere in Canada, with the option to work internationally for up to 6 weeks per year. Flexible scheduling : Flexible scheduling to allow you to balance your work and personal life. Professional development opportunities : Opportunities to develop your skills and knowledge, including training and education programs. Collaborative team environment : A supportive and collaborative team environment that encourages open communication and teamwork. Compensation, Perks, and Benefits We offer a competitive compensation package, including: Salary : A salary range of $85,000 - $95,000 CAD, depending on experience. Learning budget : A $3,000 annual budget for professional development and education. Long-term value : Access to employee stock options as part of our shared growth. Comprehensive benefits : Comprehensive health and dental benefits, including coverage for you and your dependents. Retirement planning : A GRSP matching program with up to 2% salary contribution. Conclusion If you are a motivated and experienced Technical Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to customer success, employee growth, and innovation, we are confident that you will find a rewarding and challenging career with our team. Apply for this job