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Added 12 mins ago
AB
Quality Supervisor
Amphenol Borisch Technologies
London, ON
- Full-time
…the London, Canada facility and reports to the Sr. Operations Manager. The Quality Supervisor is responsible to ensure customer requirements are planned and implemented during the…
Added 12 mins ago
AU
Manager, Finance Data Governance, Reporting and Systems
Athabasca University
Athabasca, AB
- $99,567.77 to $142,326.49 USD / year
- Full-time
Athabasca University's Office of the Vice President, Finance and Operations is recruiting for a Manager, Finance Data Governance, Reporting and Systems
Added 12 mins ago
P&
Operations Strategy, Sr Manager/Gestionnaire principal, stratégie des opérations
Pratt & Whitney
Longueuil, QC
- Full-time
Added 12 mins ago
LS
NetSuite Consultant
LIDD Supply Chain Consultants
Toronto, ON
- Full-time
LIDD is a leading supply chain management consulting firm. We design complex distribution centers and logistics systems to help companies move goods more efficiently. Our clients are…
Added 12 mins ago
TS
Client Delivery Manager
Turnberry Solutions
Saint-Paul, NB · St.-Paul, NB
- Full-time
Overview: We are seeking a highly motivated, intellectually curious, and people-oriented Client Delivery Manager to support a large, strategic enterprise account within our consulting…
Added 12 mins ago
NS
Occupational Therapist - Inpatient Unit - Mental Health & Addictions
Nova Scotia Health Authority
Truro, NS
- Internship
The Occupational Therapist works under the supervision of the Health Services Manager. The Occupational Therapist (OT) works in collaboration with the client, caregivers, and family to…
Added 12 mins ago
NS
Quality & Patient Safety Leader - Quality & Patient Safety
Nova Scotia Health Authority
Halifax, NS
- Full-time
Reporting to the Manager, Quality Improvement & Safety, the Quality Improvement & Safety Leader will provide leadership within NSH’s overall provincial and zone programs for quality,…
Added 12 mins ago
NS
Physiotherapist - Rehabilitation Services
Nova Scotia Health Authority
New Glasgow, NS
- Full-time
Reporting to the Health Services Manager, the Physiotherapist assesses, diagnoses and treats patients who present with actual or potential impairment, pain, functional limitations or…
Added 12 mins ago
NS
Physiotherapist - Rehabilitation & Supportive Care Services
Nova Scotia Health Authority
Halifax, NS
- Full-time
Reporting to the Program Manager of the Person-Centered Ambulatory Care department within the Rehabilitation and Supportive Care Services portfolio, the Physiotherapist working in…
Added 12 mins ago
I
Program Manager - Oracle Fusion Cloud
Infosys
Toronto, ON
- Full-time
Infosys is seeking a Program Manager Cum AMS Service Delivery Manager for Oracle Fusion Cloud engagements with strong experience in leading end-to-end Oracle Fusion Cloud implementations…
Added 28 mins ago
AE
AE - Associate Selling Team Leader (Associate Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
You've led teams in a retail management role previously - #practicemakesperfect!
Added 42 mins ago
XT
Night Dispatcher (4 ON-4 OFF)
XTL TRANSPORT INC.
Balzac, AB
- Full-time
- Communicate service failures or delays to management and customers in real time
Added 57 mins ago
TT
Program Manager
TTM Technologies
Toronto, ON
- Full-time
The Program Manager is the primary point of accountability for assigned customer programs from quotation through full-scale production. This role coordinates engineering, manufacturing…
Added 57 mins ago
WC
(CAN) Consumables Associate
Walmart Canada
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
Resolves customer issues and refers concerns to management where appropriate.
Added 57 mins ago
WC
(CAN) Consumables Associate
Walmart Canada
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
Resolves customer issues and refers concerns to management where appropriate.
Added 57 mins ago
IW
District Vice-President
IG Wealth Management
Quebec, QC
- Full-time
IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and…
Added 57 mins ago
IW
Senior Manager, Business Development
IG Wealth Management
MB · Manitoba, Canada
- Full-time
The Role: As the Senior Manager, Business Development, you will be a hands-on, internally focused member of the Business Development team. You will lead the planning and delivery of advisor…
Added 57 mins ago
IW
Senior Manager, Business Development
IG Wealth Management
BC · British Columbia, Canada
- Full-time
The Role: As the Senior Manager, Business Development, you will be a hands-on, internally focused member of the Business Development team. You will lead the planning and delivery of advisor…
Added 57 mins ago
IW
Senior Manager Real Estate Operations
IG Wealth Management
MB · Manitoba, Canada
- Full-time
The Senior Manager, Facilities Operations is accountable for leading the day-to-day delivery, performance, and continuous improvement of Facilities Management operations across IGM’s…
Added 57 mins ago
WC
Self Checkout Attendant
Walmart Canada
North Battleford, SK
- Full-time
…and escalate cash or technical issues to the Customer Service…
Added 57 mins ago
WC
(CAN) Leader de nuit
Walmart Canada
Thetford Mines, QC
- Full-time
Assists in providing direction and coordinating overnight stocking activities based on communicated priorities from the Overnight Assistant Manager and the daytime management team.
Added 57 mins ago
WC
(CAN) Cosmetics Associate
Walmart Canada
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
…purchase decisions, and resolves concerns or refers them to management when…
Added 57 mins ago
WC
(CAN) Overnight Assistant Manager
Walmart Canada
New Glasgow, NS
- Full-time
Creates, with the balance of the Management Team, operational plans; prioritizes, delegates and provides clear direction to Managers and Associates. Ensures optimal store conditions through…
Added 57 mins ago
WC
(CAN) Staff Pharmacist
Walmart Canada
Calgary, AB
- Full-time
Position Summary...The Staff Pharmacist assists the Pharmacy Manager in all aspects of the Pharmacy Operations. Provides patient care specific to each patient based on feedback received…
Added 57 mins ago
WC
(CAN) Cashier Temp
Walmart Canada
Listowel, ON
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.

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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