Customer Success Operations Manager
$112,000–$154,000 year
HybridToronto, Ontario, Canada
Job Summary
Design and optimize Customer Success Management Systems to maximize Net Revenue Retention, establishing rigorous operational standards across the AMER region. Govern the operating rhythm by ensuring critical cadences like Get Well Plans and Account Reviews execute with 100% accuracy and high data quality. Partner with Global Operations to prevent regional drift while driving handoffs between Sales, Renewals, Support, and Professional Services. Maintain visibility across the customer lifecycle from purchase to advocacy, overseeing "Path to Green" initiatives to mitigate churn risk. Shift focus from lagging renewal metrics to leading indicators such as customer health targets and lead pass generation. Prepare executive read-outs for regional and global stakeholders through comprehensive Monthly and Quarterly Business Reviews. Own the documentation lifecycle including playbooks and asset standards, while collaborating with Finance on capacity planning for top priority accounts.
Required Qualifications
- 7+ years of experience and demonstrated success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model
- Exceptional analytical and quantitative skills with the ability to work with complex data sets, leverage data visualization and reporting tools, and drive sound decision-making
- Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment
- Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in
- A growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments with extreme attention to detail regarding data hygiene, governance, and operational rigor
- Proven track record of evaluating operational experiments, implementing successful learnings to optimize workflows, and serving as a true team player comfortable working with both global and local stakeholders to unify strategies
- Proficiency in Salesforce
- Salesforce experience is highly preferred
- additional experience with CS platforms such as Gainsight is a plus
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