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Added 11 mins ago
S
Method Technician - Finishing
Safran
Mirabel, QC
- Full-time
Lead and participate in continuous improvement projects aimed at enhancing quality, productivity, costs, and operational performance.
Added 12 mins ago
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Member Services Rep
Crunch Fitness Canada
Oakville, ON
- $17.95 CAD / hour
- Part-time
…passionate about fitness, excited about delivering exceptional customer service, and driven by a shared purpose, we want you on…
Added 12 mins ago
Director, Corporate Accounting
Starburst
Canada
Starburst is seeking a hands-on Director of Corporate Accounting to lead our global accounting operations as we continue to scale. Reporting directly to the CFO, this role will own the…
Added 12 mins ago
NB
Warehouse Superintendent
Neptune Bulk Terminals
North Vancouver, BC
- Full-time
· Lead, coach, mentor, and develop Stores Foremen and warehouse personnel.
Added 12 mins ago
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Marketing Lead
Propra
Winnipeg, MB
- Full-time
…things forward. We're now looking for someone to build and lead our marketing function from the ground…
Added 12 mins ago
BT
Driver Manager
Bison Transport
Winnipeg, MB
- Full-time
Lead and retain a designated fleet of drivers as well as an assigned fleet of 60-75 tractors.
Added 12 mins ago
BT
Dispatch Student
Bison Transport
Winnipeg, MB
- Part-time
This position offers an opportunity to gain experience and to learn more about our dispatch team, the company, and the industry. As the Dispatch Student, you will be a key player in…
Added 12 mins ago
S
Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
Lead Customer Business Reviews at Director and Manager level; translate platform outcomes into commercial impact in the customer’s language.
Added 12 mins ago
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Senior System Engineer
Danaher
Concord, ON
- Full-time
The Senior Systems Engineer is a customer-focused role responsible for to helping us design, characterize and verify key technologies on world-class mass spectrometers. In this capacity,…
Added 25 mins ago
AC
Senior Actuarial Analyst, Large Accounts Pricing
Aviva Canada
Toronto, ON
- Full-time
Lead pricing reviews of high value complex portfolios and provide rate recommendations.
Added 25 mins ago
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Sales Enablement Consultant, Principal
Epicor
Canada
- Full-time
content, expertise and tools to help the sales team sell more effectively using expert industry knowledge. Acts as a lead and a resource to the sales team.
Added 25 mins ago
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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 25 mins ago
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Senior Wealth Operations Officer Prefered Candidate
TD
Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 25 mins ago
FH
Front Office Supervisor
Fairmont Hotels & Resorts
Banff, AB
- Full-time
…operation of the Front Desk and Royal Service Night teams. Lead, teach, coach and inspire the supervisors and colleagues of the Front Desk and Royal Service while committing to helping the…
Added 25 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 25 mins ago
DA
Production Planner
DART Aerospace
Kirkland, QC
- Full-time
…constraints are identified, and production remains aligned with customer and operational…
Added 25 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 25 mins ago
SD
Production Supervisor
Shoppers Drug Mart
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…process of their team within Operations and to ensure optimal customer service delivery and that the needs of the staff and the organization are met. The Supervisor will lead efforts to…
Added 25 mins ago
I
Cyber Security Consultant
Infosys
Ottawa, ON
- Full-time
…artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is…
Added 25 mins ago
M
Lead Full Stack Engineer
Manulife
Waterloo, ON
- Full-time
As a Lead Full Stack Engineer, you will shape the technical direction for your area, lead complex engineering programs across multiple teams, and establish standards for how solutions are…
Added 25 mins ago
M
Manager, Corporate & Strategic Partnerships
Metrolinx
Toronto, ON · Greater Toronto Area, Canada
- $123,026 to $168,886 USD / year
- Full-time
Develop and present recommendations to Director and VP of Non Fare and Customer Experience Partnerships with respect to any technology or systems investments or improvements required to…
Added 25 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 25 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 25 mins ago
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Operations Manager
Flyover
Vancouver, BC
- $75,000 CAD / year
- Full-time
…ensure efficiency, optimize processes, manage resources, and lead teams to achieve our organizational goals. This key management role is responsible for ensuring a seamless and memorable…
Added 25 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.…

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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