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Added 3 mins ago
YR
Road Safety Technologist (Technologist II)
York Region (The Regional Municipality of York)
Sharon, ON
- Full-time
Reporting to the Program Manager, Traffic Safety is responsible for undertaking road safety audits, analyzing data, preparing reports and making recommendations; investigating and…
Added 3 mins ago
A
Assistant Manager - Upper Canada Mall
Athleta
Newmarket, ON
- Full-time
As an Assistant Manager, you set the tone for the store and the team and help bring our brand to life for our customers. You’re responsible for driving profitable sales growth through all…
Added 3 mins ago
AM
Print Centre Specialist
Arbor Memorial Inc.
Toronto, ON · Scarborough, ON
- $22 to $24 CAD / hour
- Part-time
Reporting to the Funeral Home Manager, you will be responsible for the operation of the print centre, ensuring the timely and accurate production of memorial print materials, including…
Added 49 mins ago
RB
Manager, Insurance Financial Control
Royal Bank of Canada
Mississauga, ON
- Full-time
As the Manager, Insurance Financial Control within our Insurance Finance group, the successful candidate will support the General Ledger Attestation process ensuring the effective design…
Added 1 hour ago
CH
Seasonal Holiday Team Lead- Georgian Mall
Cherry Hill Programs
Barrie, ON
- Part-time
Lead by example and reinforce policies and procedures established by Operations Manager/Regional Manager
Added 1 hour ago
FA
Finance Business Partner
Flair Airlines
Calgary, AB
- Full-time
Reporting to the Manager, Business Partnering, the Finance Business Partner provides financial insights and strategic support to operational leaders across the organization. The position is…
Added 1 hour ago
Staff Systems Developer Manager, AlphaNet Core SRE
Google
Waterloo, ON
Added 2 hours ago
MM
Senior Project Engineer
Martin Marietta
Kenora, ON
- Full-time
Martin Marietta is seeking a Senior Project Manager specializing in the design and management of large capital projects for aggregate processing plants and rail/marine distribution…
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Existing team- 10 FP all sites; 10 MOA across all sites, 1 Office Manager, 1 PCN Nurse in each office
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Existing team: 10 FP all sites; 10 MOA across all sites, 1 Office Manager, 1 PCN Nurse in each office
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Existing team: 10 FP all sites; 10 MOA across all sites, 1 Office Manager, 1 PCN Nurse in each office
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
…medical office assistants (MOAs), and a dedicated operational…
Added 2 hours ago
GD
GARAGE - Store Manager - Mayfair Shopping Centre
Groupe Dynamite, Inc Garage
Victoria, BC
- Full-time
Reporting to the District Manager, your main focus as Store Manager is to promote a positive shopping experience and build loyal customer relationships. You produce outstanding business…
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Penticton, BC
- Internship
…medical office assistants (MOAs), and a dedicated operational…
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Penticton, BC
- Internship
…medical office assistants (MOAs), and a dedicated operational…
Added 2 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
100 Mile House, BC
- Internship
…including an autoclave. A great office staff including Office Manager, 2 MOA’s and a Receptionist will help you settle in, and support your administrative…
Added 2 hours ago
B
SENIOR COMMERCIAL ACCOUNT MANAGER - Kelowna
BDC
Kelowna, BC
- Full-time
We are looking for an experienced Senior Commercial Account Manager, Mid‑Market to support entrepreneurs in the Kelowna market. In this role, you will leverage your financial expertise,…
Added 2 hours ago
RB
Private Banking Associate
Royal Bank of Canada
Vancouver, BC
- Full-time
Please note: All internal applicants must have support from their Reporting Manager before applying for this role***
Added 2 hours ago
RB
Client Advisor
Royal Bank of Canada
Stephenville, NL
- Part-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 2 hours ago
RB
Client Advisor Intern
Royal Bank of Canada
Windsor, ON
- Part-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 2 hours ago
RB
Senior Relationship Manager, Commercial Financial Services
Royal Bank of Canada
Halifax, NS
- Full-time
Added 3 hours ago
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(CAN) Self Checkout Attendant
Walmart
Yorkton, SK
- Part-time
…and escalate cash or technical issues to the Customer Service…
Added 3 hours ago
WC
(CAN) Self Checkout Attendant
Walmart Canada
Yorkton, SK
- Full-time
…and escalate cash or technical issues to the Customer Service…
Added 3 hours ago
CR
Office Manager
COGIR Real Estate
Kelowna, BC
- Full-time
…take your experience to the next level? As our next Office Manager, you will be a pivotal member of our Retirement management team focused on handling all the behind-the-scenes activities…
Added 3 hours ago
CC
Manager, Change Management
Canadian Cancer Society
Toronto, ON
- Full-time
Job Title: Manager, Change Management (Contract)

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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