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Added 2 mins ago
KC
Manager / Senior Manager, Restructuring & Turnaround
KPMG Canada
Quebec, QC
- Full-time
…people are motivated self-starters with expertise in finance, financial modeling, accounting, financial reporting, restructuring and insolvency, M&A, working capital and cost optimization.…
Added 17 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
The Manager, Finance Data Governance, Reporting and Systems plays a key role in advancing Athabasca University's financial data governance, reporting, and financial systems capabilities in…
Added 17 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 32 mins ago
PG
Production Operations Manager
Plan Group Inc.
Brampton, ON
- Full-time
Design and maintain operational dashboards and performance reporting tools using Stratus Scheduling Tool, Excel and Power BI. Collect, validate, and analyze the production data to identify…
Added 32 mins ago
SQ
Manager, Supplier Strategy & Integration
Sunlife Québec
Montreal, QC
- Full-time
Accountabilities also include the development of guidelines, procedures and reporting to ensure efficient and systematic control and management of ongoing supplier relationships. The…
Added 32 mins ago
U
Industrial Project Manager, Mechanical
UPTIME
Surrey, BC
- Full-time
Reporting to the Senior Project Manager, the Industrial Project Manager, Mechanical is responsible for driving projects from inception to completion. By partnering with internal resources…
Added 32 mins ago
RH
Corporate Finance Manager
Robert Half
Vancouver, BC
- Full-time
Assist with the review and preparation of impairment tests and purchase price allocations as it relates to financial reporting requirements under IFRS
Added 32 mins ago
LC
Finance Manager
LaSalle College Vancouver
Vancouver, BC
- Full-time
Reporting to the Acting President as well as Finance Manager, the incumbent is responsible for developing, negotiating and finalizing financial aid plans consistent with LaSalle College…
Added 32 mins ago
RH
Finance Manager
Robert Half
Richmond, BC
- Full-time
Financial Accounting & Reporting: Prepare financial statements, management reports, reconciliations, journal entries, and support period-end close.
Added 33 mins ago
AE
AE - Associate Selling Team Leader (Associate Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
…best-in-class guest experience. You contribute to the overall financial success of the store by analyzing reporting and daily trends to make strategic business decisions. You're the Store…
Added 1 hour 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 1 hour 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 1 hour 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 1 hour 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 1 hour ago
IW
Manager, HNW Brand Experience (12 Month Contract)
IG Wealth Management
MB · Manitoba, Canada
- Contract
Reporting to the Director, HNW Brand Experience, the Manager, HNW Brand Experience will focus on three key initiatives; executing the marketing plans for our High-Net-worth client…
Added 1 hour ago
IW
Manager, HNW Brand Experience (12 Month Contract)
IG Wealth Management
ON · Ontario, Canada
- Contract
Reporting to the Director, HNW Brand Experience, the Manager, HNW Brand Experience will focus on three key initiatives; executing the marketing plans for our High-Net-worth client…
Added 1 hour ago
K
Project Engineer/Analyst
Kinectrics
Tiverton, ON
- Full-time
Reports to: Section Manager, Bruce Site Engineering Projects
Added 1 hour ago
WC
(CAN) Asset Protection Associate
Walmart Canada
ON · Hannon, ON
- Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 1 hour ago
WC
(CAN) Associé à la protection des biens
Walmart Canada
Cowansville, QC
- Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 1 hour ago
M
Analyst, Claims Administration
Morguard
Mississauga, ON
- Full-time
The Analyst, Claims Administration is accountable to the Manager, Claims Administration for timely and accurate administration, analysis and reporting of insurance claims to ensure that…
Added 1 hour ago
WC
(CAN) Asset Protection Associate
Walmart Canada
Mississauga, ON
- Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 1 hour ago
CC
Night Supervisor, Manufacturing
Coca-Cola Canada Bottling Limited
Brampton, ON
- Full-time
The Manufacturing Supervisor is a full-time position located at Bottling Production Facility in Brampton. Reporting to the Production Manager, the Manufacturing Supervisor supervises and…
Added 1 hour ago
RU
Office Clerk
Ricoh USA, Inc.
Toronto, ON
- Full-time
Collects data for the completion of the monthly management report as directed by the Site Manager/Supervisor;
Added 1 hour ago
P
Financial Analyst, FP&A
Powerex
Vancouver, BC
- Full-time
Reporting to the Manager, Financial Reporting and Analysis, you will act as the bridge between Financial Reporting and Data Analytics, working closely with Finance colleagues, traders, and…
Added 1 hour ago
HR
Sr Sales and Operations Coordinator
Herc Rentals
Edmonton, AB
- Full-time
Building fluency with Fleet, Procurement, and daily dashboard and branch manager checklists

Ashby

Strategy & Operations, Customer Success

Canada

Full-time

Apply About employer

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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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