Client Success Operations Manager (SaaS)

TL;DR

Client Success Operations Manager (SaaS): Driving productivity, consistency, and efficiency for the Client Success team with an accent on KPI analysis, tech stack optimization, and data-driven decision-making. Focus on streamlining the customer lifecycle, improving product adoption, and building scalable CS reporting frameworks.

Location: Hybrid - Toronto, Canada

Salary: $110,000 - $130,000 CAD

Company

A rapidly growing SaaS company providing a planning, budgeting, and financial reporting suite for local governments.

What you will do

• Perform strategic KPI analysis and build reports and dashboards using ChurnZero and Salesforce to provide business insights.
• Implement and manage the CS technology stack, including ChurnZero, Zendesk, Salesforce, and LearnUpon.
• Lead initiatives to identify operational process enhancements and streamline workflows across the customer journey.
• Develop customer insights to assist with renewal and cross-sell targets and identify customer needs.
• Own CS administrative processes for setting up, modifying, and canceling customers across all systems.
• Execute customer segmentation and reporting for CS leadership and cross-functional partners.

Requirements

• At least 5 years of experience as a Customer Success Operations Manager in a SaaS environment.
• Expertise in customer success principles, customer journey maps, and lifecycle management (Onboarding, Adoption, Health Scoring).
• Proficiency with ChurnZero, Zendesk, and Salesforce.
• Advanced Excel skills, specifically with pivot tables, VLookups, and data modeling.
• Strong project management skills, including stakeholder buy-in and milestone setting.
• Must be based in or be able to work hybrid in Toronto, Canada

Culture & Benefits

• Flexible hybrid work arrangement.
• Comprehensive medical, dental, and vision insurance plans.
• RRSP plan and life insurance.
• Personal time off policy and company-paid holidays.
• Annual "Dimming of the Lights" (reduced work hours).
• Parental leave and employee referral bonuses.