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Added 1 hour ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 1 hour ago
SI
Senior Paid Social Manager
Scribd, Inc.
Toronto, ON
- Full-time
…every employee is empowered to take action as we prioritize the…
Added 1 hour ago
TA
Inventory and Component Repair Sr. Manager-FR
Top Aces
Saguenay, QC
- Full-time
Provide clear performance reporting and operational insights to senior leadership.
Added 6 hours ago
A
Senior Manager, Strategic Partnerships – Japan Partnerships (Tokyo-based)
Agoda
Toronto, ON
- Full-time
Analyze partnership performance, customer behavior, campaign effectiveness, and commercial outcomes to generate actionable insights
Added 6 hours ago
A
Senior Manager, Strategic Partnerships – Japan Partnerships (Tokyo-based)
Agoda
Vancouver, BC
- Full-time
Analyze partnership performance, customer behavior, campaign effectiveness, and commercial outcomes to generate actionable insights
Added 6 hours ago
B
Mortgage Specialist
BMO
Vaughan, ON
- Full-time
Serves a customer advocate during application and processing activities.
Added 6 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 10 hours ago
FP
Manager Campaign Analytics SQL Pega CDH
FINTECH PROFESSIONALS CORP
Toronto, ON
- $50 to $65 CAD / hour
- Full-time
Develop audience and targeting strategies using segmentation, propensity, response, uplift, customer value, eligibility, and channel-preference insights.
Added 11 hours ago
FP
Payroll Manager SAP
FINTECH PROFESSIONALS CORP
Toronto, ON
- $40 to $50 CAD / hour
- Full-time
Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge
Added 11 hours ago
C
Product Manager
Cvent
Fredericton, NB · Virtual, UNAVAILABLE
- Full-time
We are seeking a Product Manager, reporting to the Group Product Manager, to help drive Cvent Passkey, our room block management solution. Passkey is a room-block and group hotel…
Added 13 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 14 hours ago
M
Department Manager, Member Experience
MEC
Vancouver, BC
- $56,000 to $69,900 CAD / year
- Full-time
Reporting to the General Manager, you lead and develop frontline teams, strengthen community connections, and ensure consistent execution of service and operational standards. You are…
Added 14 hours ago
3
Customer Success Program Manager
360insights
Whitby, ON
- $57,000 to $80,000 CAD / year
…building, clear communication, and the use of data and industry insights, you will help clients achieve high‑performing programs. This role is well suited to someone with experience in…
Added 18 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 20 hours ago
T
Account Manager
Taiv
Winnipeg, MB
- Full-time
Role Description The Account Manager is a full-time, on-site role based in Winnipeg, MB, responsible for managing and growing relationships with venue partners and advertising clients. In…
Added 20 hours ago
EC
Senior Customer Success Manager, Defence
Esri Canada
Ottawa, ON
- Full-time
Reporting to the Director of Federal Sector, the person in this role provides senior-level customer success and account leadership for complex, high-value Department of National Defence…
Added 20 hours ago
EC
Senior Customer Success Manager, Prairies
Esri Canada
AB · Edmonton, AB
- Full-time
Reporting to the Prairies Region Director, the person in this role provides senior‑level customer success and account leadership for complex, high‑value GIS customers. Operating with broad…
Added 1 day ago
SI
Senior Paid Social Manager
Scribd, Inc.
Vancouver, BC
- Full-time
…every employee is empowered to take action as we prioritize the…
Added 1 day ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 1 day ago
ND
Project Officer
NATO DIANA
Halifax, NS
- $9,820.4 CAD / month
- Full-time
Aggregate and analyse programme performance data, reporting risks, milestones, and insights to the DX through established mechanisms, and proposing evidence-based mitigation options.
Added 1 day ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 1 day ago
S
Manager, Regional Business Management and Planning (English/Spanish) - International Banking
Scotiabank
Toronto, ON
- Full-time
The Manager, Regional Business Management and Planning supports the execution of International Commercial Banking’s planning and performance management activities across the region. The…
Added 1 day ago
BC
Head of Operations
BIOAGRINEC CONSULTING & RECRUTEMENT
Canada
- Full-time
Monitor key operational metrics and KPIs, providing insights and recommendations to executive leadership.
Added 1 day ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Leverage BI tools and automation to streamline reporting and enhance insights
Added 1 day ago
BC
Head of Operations
BIOAGRINEC CONSULTING & RECRUTEMENT
Canada
- Full-time
Monitor key operational metrics and KPIs, providing insights and recommendations to executive leadership.

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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