Customer Success Operations Manager

Role Overview

• Diagnose & Clarify Operational Challenges
• Identify and analyze breakdowns across onboarding, customer success, and support workflows.
• Diagnose root causes of operational friction and translate them into clear, prioritized problem statements.
• Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities.
• Design & Implement Scalable Solutions
• Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes.
• Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability.
• Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors.
• Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms).
• Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways.
• Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV).
• Operationalize & Scale Execution
• Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record.
• Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions.
• Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model).
• Reduce reactive firefighting by replacing manual coordination with durable workflows and automation.
• Drive change management through documentation, enablement, and adoption support.
• Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.

Requirements

• 3–6+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, Business Systems, or similar roles.
• Experience supporting post-sale teams in a B2B SaaS or operationally complex environment.
• Experience identifying business problems, structuring requirements, and driving system or process improvements.
• Strong analytical skills and comfort using Salesforce and operational data to inform decisions.
• Strong systems thinking and process design skills, with a bias toward durable, scalable workflows.
• Comfortable operating in build-mode environments where execution ownership is expected.
• Strong cross-functional communicator who can navigate ambiguity, align stakeholders, and drive clarity.
• Customer-centric, with a bias toward accountability, operational rigor, and continuous improvement.
• AI-first / automation-first mindset with disciplined judgment.
• Salesforce Administrator Certification (Plat-Admn-201) — Required
• Salesforce Business Analyst (BA-201) — Nice to have
• Salesforce Advanced Administrator (Plat-Admn-301) — Nice to have

Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service