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Added 14 mins ago
F
Technical and Regulatory Specialist
FluksAqua
Ottawa, ON
- Full-time
ID de l'offre REF65152B Date de publication 11/02/2026 Location Canada Category Opérations / Exploitation & Maintenance
Added 14 mins ago
AB
Quality Supervisor
Amphenol Borisch Technologies
London, ON
- Full-time
The Quality Supervisor provides day-to-day leadership to a team at the London, Canada facility and reports to the Sr. Operations Manager. The Quality Supervisor is responsible to ensure…
Added 14 mins ago
PH
Clinical Trials Nurse Coordinator, Research Clinical Trials - BC Cancer - Vancouver
Provincial Health Services Authority
Vancouver, BC
- Full-time
…their abilities to complete trial activities. CTNCs take the lead on setting up trials at BC Cancer as well as participate in audits and inspections. A CTNC excels in critical thinking,…
Added 14 mins ago
TO
Engineering Manager
Town of Pelham
Fonthill, ON
- Full-time
Assist with the development and implementation of the Town’s Asset Management Plan and lead the department’s activities associated with the plan, including coordination with the Town’s GIS…
Added 14 mins ago
P&
Operations Strategy, Sr Manager/Gestionnaire principal, stratégie des opérations
Pratt & Whitney
Longueuil, QC
- Full-time
Titre du poste: Gestionnaire principal, stratégie des opérations
Added 14 mins ago
R
Senior Growth Marketer
Roam
Toronto, ON
- $90,000 to $120,000 CAD / year
- Full-time
…profitable, growing fast, and headquartered in Toronto, with operations across the GTA and the Ottawa…
Added 14 mins ago
KG
Production / Application Support Engineer (Level 3/4)
K&K Global Talent Solutions INC.
Quebec, QC
- Full-time
ITIL Service Delivery: Actively lead Incident, Problem, and Change Management pipelines, driving root-cause analysis (RCA) and ensuring safe production deployments.
Added 14 mins ago
DT
Director of IT Security Infrastructure
Decode Talent
Canada
- Contract
Partner with the IT Operations Lead on design standards, capacity, resiliency and lifecycle planning.
Added 14 mins ago
MF
Controller
McAlpine Ford Lincoln Sales Ltd
Aurora, ON
- Full-time
…Aurora, ON, responsible for overseeing the dealership’s financial operations and ensuring accurate, timely reporting. Day-to-day tasks include managing the general ledger, preparing monthly…
Added 14 mins ago
MR
VP of Marketing Operations
MoveSmart Rentals
Toronto, ON
- Internship
The business brings together property marketing, listing coordination, lead generation, digital tools, customer communication, and leasing support within one service model.
Added 14 mins ago
YO
Leadership Trainer White Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
…deliver safe, high-quality experiences and contributes to camp operations when not assigned to a…
Added 14 mins ago
YO
Leadership Trainer Flat Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
…deliver safe, high-quality experiences and contributes to camp operations when not assigned to a…
Added 14 mins ago
YO
Overnight Camp Counsellor
YMCA of Greater Toronto
Torrance, ON
- Part-time
Lead cabin canoe trips lasting one to four nights, including preparing campers, food, personal gear, group equipment, and navigation for safe travel along the route.
Added 14 mins ago
WT
Senior Associate, Workforce Management
Wealthsimple Technologies
Remote, Canada
- $32.69 to $40.87 CAD / hour
- Full-time
- Remote
…management, and it's a big part of how our Client Experience Operations (CXO) teams deliver fast, reliable support to more than 4 million…
Added 14 mins ago
TS
Event Planner | Planificateur d'événements
TD SYNNEX Canada ULC
Mississauga, ON
- Full-time
Develop agendas and run-of-show; coordinate speakers, staging, signage, catering, and on-site operations.
Added 14 mins ago
RB
Senior Director, Technology Infrastructure Operations & Resiliency
Royal Bank of Canada
Toronto, ON
- Full-time
As the Senior Director, Technology Infrastructure Operations & Resiliency, you will lead the shift of Royal Bank of Canada's Technology Operations & Resiliency (TOR) team to a proactive,…
Added 14 mins ago
RB
Lead Automation Engineer
Royal Bank of Canada
Toronto, ON
- Full-time
We are seeking an exceptional Principal Engineer to lead the design, development, and implementation of AI-driven software development lifecycle and intelligent automation solutions. This…
Added 14 mins ago
AC
Buyer
Aston Carter
Kitchener, ON
- $30.29 CAD / hour
- Contract
Adhere to all company policies, procedures, and applicable regulations related to purchasing and supply chain operations.
Added 28 mins ago
PG
Production Operations Manager
Plan Group Inc.
Brampton, ON
- Full-time
Lead continuous improvement initiatives within the prefabrication facility using Lean Manufacturing principles and methodologies
Added 28 mins ago
RD
FireSmart Coordinator
Regional District of Kitimat-Stikine
Canada
- Full-time
Lead the development of a wildfire mitigation program that aligns with Provincial FireSmart principles and is supported by the policies and direction of the RDKS.
Added 28 mins ago
FC
Courier Team Lead-2
FedEx Canada
London, ON
- Part-time
…the sector as assigned ensuring best practices and effective operations and models the way for hourly employees by becoming a mentor and demonstrating role model behaviour including strong…
Added 28 mins ago
IH
Project Lead | Evaluation
Interior Health Authority
Kelowna, BC
- Part-time
Interior Health is looking for an experienced Project Lead, Evaluation to join our team on a Part-time term basis that is expected to last until October 2027.
Added 28 mins ago
R
Ingénieur Manufacturier Senior - Réparation de composants / Senior Manufacturing Engineer - Componen
Rolls-Royce
Montreal, QC
- Full-time
…vous serez responsable de fournir un soutien technique aux opérations et exécuter des activités d'ingénierie de fabrication pour développer, maintenir et améliorer continuellement les…
Added 28 mins ago
DH
Assistant Director of Finance and Accounting
Delta Hotels and Resorts®
Vancouver, BC
- Full-time
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by…
Added 29 mins ago
Quality Control & Continuous Improvement Engineer
JDS Energy & Mining
Barkerville, BC
The Engineer will work closely with Operations, Construction, Engineering, Maintenance, Safety, and Project Management to identify performance gaps, establish measurable standards, and…

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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