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Added 11 mins ago
A
Senior Help Desk Specialist
Akkodis
Ottawa, ON
- Contract
…Windows, and identity management services that support critical business operations across the…
Added 11 mins ago
Q
Senior Product Manager, Accounts, Billing, & Compliance
Quo
Remote, Canada
- Full-time
- Remote
Quo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We're not just building a phone system. We're setting a new…
Added 11 mins ago
NB
Warehouse Superintendent
Neptune Bulk Terminals
North Vancouver, BC
- Full-time
· Promote a positive, collaborative, and customer-focused team culture.
Added 11 mins ago
ZF
Territory Sales Manager – Ottawa and Quebec
Zwiesel Fortessa Americas LLC
Quebec, QC
- $50,000 to $60,000 CAD / year
- Full-time
The Territory Sales Manager is responsible for driving revenue growth and retaining key accounts within their assigned territory. This role serves as the primary point of contact for…
Added 11 mins ago
BT
Driver Manager
Bison Transport
Winnipeg, MB
- Full-time
Strong customer service mindset with the ability to balance driver needs and business objectives.
Added 11 mins ago
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Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
You will operate as a confident advisor - overriding agent-recommended plays where customer context demands, leading Customer Business Reviews at Director and Manager level, and translating…
Added 11 mins ago
D
Senior System Engineer
Danaher
Concord, ON
- Full-time
Translate customer, business, marketing, and regulatory needs into defined system requirements and allocate requirements across subsystems.
Added 24 mins ago
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Seasonal Store Associate CAN (Toronto Eaton Centre)
Läderach
Toronto, ON
- Part-time
…manufacturer Läderach stands for. Founded in 1962, the family business now employs over 2500 people from more than 80 countries across the group, and the trend is rising. The company's…
Added 24 mins ago
CC
Senior Manager, Engineering
Confidential Company
Toronto, ON · Greater Toronto Area, Canada
- $136,000 to $195,000 CAD / year
- Full-time
A global manufacturing organization is seeking an experienced Senior Manager - Engineering Manager to lead technical engineering activities, customer-facing initiatives, and program…
Added 24 mins ago
AS
Service Contract Administrator
Apex Systems
Concord, ON
- $27 USD / hour
- Contract
This position reports to the Sr. Manager, Customer Service and is part of the Service Contract Administration team located in Concord, Canada. This is an on-site role.
Added 24 mins ago
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Senior Wealth Operations Officer Prefered Candidate
TD
Toronto, ON
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 24 mins ago
MF
Advisor Associate - Hamilton
MD Financial Management | Gestion financière MD
Mississauga, ON
- Full-time
…initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are following governing regulations, internal policies and…
Added 24 mins ago
PD
Product Manager
Pollard Digital Solutions
Winnipeg, MB
- Full-time
As a Product Manager, you will lead the strategy, direction, and delivery of products and initiatives within your area of responsibility. You will work closely with cross-functional teams…
Added 24 mins ago
K
National Sea Logistics Implementation Project Expert
Kuehne+Nagel
Winnipeg, MB
- Full-time
Are you an experienced project manager with a passion for customer onboarding, process optimization, and supply chain technology? Join Kuehne+Nagel as a National Sea Logistics…
Added 24 mins ago
M
Lead Full Stack Engineer
Manulife
Waterloo, ON
- Full-time
…deliver secure, reliable, and user-centred solutions that support business objectives, while translating business strategy into architectural and delivery…
Added 24 mins ago
L&
Shipper
Leggett & Platt
Waterloo, ON
- Full-time
Work with the supervisors, production manager and customer service to ensure all products are shipped to the customer on time
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Manager, Corporate & Strategic Partnerships
Metrolinx
Toronto, ON · Greater Toronto Area, Canada
- $123,026 to $168,886 USD / year
- Full-time
Our Non-Fare Sales Office is seeking a Manager, Corporate & Strategic Partnerships for a 14-month contract to lead the growth of corporate and strategic partnerships. This role is…
Added 24 mins ago
K
National Sea Logistics Implementation Project Expert
Kuehne+Nagel
Mississauga, ON
- Full-time
Are you an experienced project manager with a passion for customer onboarding, process optimization, and supply chain technology? Join Kuehne+Nagel as a National Sea Logistics…
Added 24 mins ago
K
National Sea Logistics Implementation Project Expert
Kuehne+Nagel
Kitchener, ON
- Full-time
Are you an experienced project manager with a passion for customer onboarding, process optimization, and supply chain technology? Join Kuehne+Nagel as a National Sea Logistics…
Added 24 mins ago
LB
Senior Administration , Client Bank
Laurentian Bank
Toronto, ON
- Full-time
…department, while providing a consistent level of superior customer service as well as providing subject matter expertise for department projects and initiatives. The incumbent is also…
Added 24 mins ago
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Operations Manager
Flyover
Vancouver, BC
- $75,000 CAD / year
- Full-time
Flyover is looking for an Operations Manager to join our team. The focus of this role is to oversee the location’s day-to-day operations, ensure efficiency, optimize processes, manage…
Added 24 mins ago
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Regional Facility Manager - Remote, Vancouver
Guckenheimer
Mississauga, ON
- $120,000 to $125,000 CAD / year
- Full-time
The Regional Operations Manager will work closely with the Lead of the North America IFS Division to align the account for maximum success while upholding the firm’s long-held, core values.…
Added 24 mins ago
K
National Sea Logistics Implementation Project Expert
Kuehne+Nagel
Richmond, BC
- Full-time
Are you an experienced project manager with a passion for customer onboarding, process optimization, and supply chain technology? Join Kuehne+Nagel as a National Sea Logistics…
Added 24 mins ago
CO
IT Service Desk Analyst Job Details | Richmond Hill
City of Richmond Hill
Richmond Hill, ON
- Full-time
…end-user technology assets within the City’s Configuration Manager Database (CMDB). The IT Service Desk Analyst will help with the preparation and deployment of hardware for capital…
Added 24 mins ago
K
Director of Operations
Kuehne+Nagel
Mississauga, ON
- Full-time
Provide commercial guidance, business investment evaluations, and support business development to mitigate idle space and drive growth.

Ashby

Strategy & Operations, Customer Success

Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 2, 2026

Original job description

Role Overview

In this Strategy and Operations, Customer Success role, you will drive the strategy, processes, and data-driven insights that empower our Customer Success Team to deliver exceptional outcomes for our customers. Reporting to the Manager of Strategy and Operations, and partnering closely with Customer Success leadership, you will define strategies and execute improvements that optimize customer health, retention, and revenue growth.

Our Customer Success team is consistently praised by our customers for their deep expertise, responsiveness, and dedication - a testament to how much we Care Deeply About Customers, one of our core Operating Principles. As we continue to scale, it’s critical that we preserve and enhance this high standard of customer care while ensuring our processes, tools, and insights evolve to support sustainable growth.

You will play a crucial role in our operations, including process improvements, planning, and reporting. This is both a strategic and tactical role in which you’ll design frameworks and programs, uncover actionable insights, and create data-informed recommendations across our Customer Success functions.

What You'll Do At Ashby

Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies.
Optimizate the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.

You Could Be a Great Fit If You

Are a self-starter, innately curious in your approach
Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
Have a strategic mindset, with the ability to distill data into actionable recommendations
Are detail-oriented and committed to data accuracy and process quality
Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
Are skilled in CRM reporting, with preference for HubSpot experience
Work autonomously, managing multiple tasks and deadlines effectively
Are an excellent communicator, both verbally and in writing

This Role May Not Be a Fit If

You’re unwilling to manage both high-level strategy and hands-on execution
You’re uncomfortable with ambiguity and prefer structured, predefined assignments
You prefer focused work on a single project at a time
You prefer working within a single team rather than across multiple teams

Interview Process

Role

Our interview process is thorough - we aim to ensure each person joining the team is the right fit for Ashby and will provide ample information to assess if Ashby is the right fit for you. The process for this role is as follows:

Recruiter Screen with Talent Acquisition Team - 30 minutes
Hiring Manager Interview - 45 minutes
Challenge Interview - 45 minutes
Virtual Onsite - 90 min

Benefits

10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby - do it when you feel financially comfortable.
Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅.
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval.
If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Compensation Range: $168,500 - $221,875

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More about this job

Responsibilities

Develop and improve Customer Success strategies, workflows, tools, and customer lifecycle programs to support customer health, retention, and revenue growth. Analyze performance metrics, support planning and forecasting, optimize systems and processes, and lead cross-functional adoption of operational changes.

Requirements

Candidates should bring SaaS and financial literacy, experience in a fast-growing SaaS environment - ideally in Customer Success or Revenue Operations - and strong analytical, CRM reporting, communication, and organizational skills. The role requires comfort with ambiguity, autonomy, cross-functional work, and balancing strategic planning with hands-on execution; HubSpot experience is preferred.

Skills

Customer Success Operations
Strategic Planning
Data Analysis
Customer Segmentation
Customer Lifecycle Management
Process Improvement
KPI Development
Capacity Modeling
Revenue Retention Analysis
Churn Analysis
Product Adoption Analysis
CRM Reporting
HubSpot
Change Management
Cross-Functional Collaboration
SaaS Financial Literacy

Benefits

Stock Options
Unlimited Paid Time Off
Paid Family Leave
Equipment, Software, and Office Furniture Budget
Education Budget
Health Insurance

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Strategy and Operations
SaaS
Revenue Operations
Customer Segmentation
Onboarding Workflows
Customer Lifecycle Mapping
Playbooks
Net Revenue Retention
Gross Revenue Retention
Churn
Product Adoption
Customer Health Scores
Customer Sentiment
Capacity Modeling
Headcount Planning
Quota Setting
KPIs
CRM
HubSpot
Health Scoring Platforms
Renewal Processes
Customer Journey
Change Management
Cross-Functional Collaboration
Financial Literacy

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