Customer Success Operations Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take full responsibility for post-sale reporting from start to finish, which includes NRR, GRR, logo and dollar churn, expansion pipeline, time-to-value, seat activation, adoption, and CSM capacity and coverage.

• Identify at-risk cohorts, gaps in adoption, and segment-level trends promptly for timely intervention.

• Develop precise renewal forecasts alongside an associated risk scoring system.

• Establish early warning indicators and associate specific action plans with each indicator.

• Manage the post-sale systems from the evaluation phase through selection, implementation, adoption, and administration of a Customer Success platform utilizing Vitally and HubSpot.

• Oversee the post-sale data architecture, encompassing account hierarchy, seats and licenses, lifecycle stages, and contract and renewal information.

• Design operational models for segmentation and coverage, onboarding, QBRs, renewals, expansion, escalation, and retention strategies.

• Lead cross-functional initiatives involving sales-to-CS transitions, CS-to-support escalations, CS-to-product feedback loops, and data integration tasks.

• Collaborate with CS leadership to pinpoint and eliminate friction points.

• Work collaboratively with GTM teams to ensure CS strategy and implementation align with the company’s objectives.

• Establish the inaugural dedicated Post Sales Operations function and create a prioritization roadmap in conjunction with CS and RevOps.

⛳️ Requirements

• Minimum of 5 years experience in Customer Success Operations, Revenue Operations, or GTM Systems within B2B software companies.

• Proven experience in building functions rather than merely maintaining existing ones.

• Background in business administration or technical administration with a Customer Success platform.

• Proficient in CRM reporting and comfortable using BI tools (Omni).

• Solid understanding of NRR, GRR, churn, expansion, time-to-value, adoption, and capacity planning.

• Experience in redesigning processes and utilizing AI tools (LLMs, agents, automation).

• Demonstrated ability to drive CSMs or similar teams to adopt new initiatives without direct authority.

• Exceptional organizational and project management capabilities.

• Strong written and verbal communication skills.

• Ability to work independently while collaborating effectively across teams.

• Must be legally eligible to work and reside in Canada at the time of application.

• No relocation or visa sponsorship assistance will be provided.

🏝️ Benefits

• Company-sponsored group benefits for you and your family.

• $1,000 allocation for mental health support.

• Holiday closure.

• Generous time-off policies throughout the year.

• Monthly paid meals.

• Annual wellness allowance.

• Parental leave top-ups.

• Competitive stock option grants.

• Flexible work environment.

• Autonomy and accountability.