Strategy & Operations Manager (SaaS)

TL;DR

Strategy & Operations Manager (SaaS): Scaling the operational engine of the Customer Success organization with an accent on system design, process optimization, and data-driven insights. Focus on building scalable reporting frameworks, managing the CS technology stack, and driving cross-functional initiatives to improve retention and customer outcomes.

Location: Must be based in the United States or Canada (Hybrid options available in San Francisco and Toronto; preference for Pacific Time zone).

Salary: $125,000–$170,000 (USD/CAD equivalent based on location).

Company

A fast-growing vertical SaaS company backed by top VCs, dedicated to closing the justice gap for personal injury victims through AI-powered technology.

What you will do

• Partner with CS leadership to scale operational processes for onboarding, retention, and growth.
• Develop and maintain reporting, dashboards, and performance metrics for key CS KPIs.
• Lead cross-functional initiatives across Revenue Operations, Sales, Product, and Finance.
• Own and optimize the CS technology stack, including Salesforce and BI tools.
• Write and analyze SQL queries to extract and model data for business decision-making.
• Identify and implement automation opportunities to improve operational efficiency.

Requirements

• 4+ years of professional experience, including 2+ years in management consulting, investment banking, or high-growth tech operations.
• Strong analytical skills with experience using data to inform business strategy.
• Proven ability to build scalable processes and reporting frameworks.
• Exceptional communication skills for influencing stakeholders across GTM functions.
• Advanced proficiency with spreadsheets and business intelligence tools.
• Must be authorized to work in the US or Canada.

Nice to have

• Familiarity with SQL and modern AI tools.
• Experience working directly with Revenue Operations or GTM functions.

Culture & Benefits

• Choice of medical, dental, and vision insurance plans.
• Flexible paid time off, sick leave, and parental leave.
• 401(k) for US employees and RRSP for Canadian employees.
• Home office stipend and local in-person meet-up program.
• Supportive environment with a focus on ownership and cross-functional collaboration.

Hiring process

• Recruiter chat, take-home assignment, hiring manager interview, and virtual onsite.