Customer Success Operations Manager – Onboarding, Professional Services

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

📋 Description

• Enhancing the onboarding process: Identifying challenges in our current customer onboarding procedures for each segment and implementing solutions to manage increased volumes without compromising quality.

• Developing a comprehensive Professional Services framework: Crafting operating models and systems that facilitate predictable delivery, efficient resource usage, and clear margin visibility for this emerging function from project initiation to delivery and payment collection.

• Collaborating closely with Onboarding and Professional Services leadership to translate overarching strategies and objectives into actionable projects.

• Working alongside the GTM Systems team to convert business requirements into technical solutions across essential GTM and Post Sales systems (e.g., Salesforce, Agentforce, Databricks AI Apps, ChurnZero, Gainsight, Certinia, RocketLane).

• Leading and implementing prominent, cross-functional projects that connect various teams.

• Contributing to the ongoing enhancement of the Revenue Operations team as a whole.

⛳️ Requirements

• Over 8 years of experience in Customer Success Operations, GTM Systems, or Revenue Operations within B2B software companies, particularly in support of Professional Services and/or high-volume Customer Onboarding teams.

• Proven experience as a power user, business administrator, or technical administrator of Professional Services Automation platforms (e.g., Certinia, Rocketlane), Customer onboarding platforms (e.g., OnRamp), or Customer Success platforms (e.g., ChurnZero, Gainsight).

• Strong business insight and comprehension of key metrics relevant to Customer Success (Post-Sales) organizations, specifically focusing on Onboarding and Professional Services teams.

• A process-oriented mindset with a passion for efficiency. Experience in redesigning processes and utilizing AI tools (LLMs, agents, automation) to minimize administrative workload.

• Exceptional organizational and time management abilities; experienced in developing and maintaining detailed project plans, meeting tight deadlines, and proactively identifying risks and issues.

• Data-driven mindset, capable of using data to guide and assess the business impact of your initiatives.

• Strong verbal and written communication skills, with the ability to engage with stakeholders at all levels, including across functions.

• Proven ability to work independently while also collaborating effectively with other teams to achieve successful outcomes.

🏝️ Benefits

• Competitive, fair salary along with top-notch health benefits, dental, and vision insurance.

• Hybrid work environment, with an expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City, and Sydney) to be in the office a minimum of twice per week.

• Flexible time-off policy, encouraging 20 days off per year.

• Annual counseling benefit of $2000.

• RRSP matching and RESP contributions.

• Clioversary recognition program with special acknowledgment at 3, 5, 7, and 10 years.