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Added 20 mins ago
KS
Digital Transformation Analyst
Kelly Services (Canada), Ltd.
Calgary, AB
- Contract
This is a strategic business and content leadership role - not a project manager or developer position. You’ll help determine what content and functionality should be retained, improved,…
Added 20 mins ago
C
CNC Machine Operator - Precision Equipment
CyberCoders
Chatham, NB
- $30 to $32 CAD / hour
- Contract
Use precision measuring instruments to verify product quality
Added 20 mins ago
BI
Pega Lead System Architect
BURGEON IT SERVICES
Toronto, ON · Greater Toronto Area, Canada
- Contract
Collaborate with clients, product owners, business analysts, program management, infrastructure teams, security teams, and integration partners.
Added 20 mins ago
DA
Sales Consultant
Davis Auto Group
Lethbridge, AB
- Full-time
Provide product information and service features and benefits, quote prices and payments
Added 20 mins ago
N
Business Development Executive - B2B Sales (AI Products)
nugget.ai
Mississauga, ON
- Contract
…generation, qualifying and nurturing opportunities, conducting product demos, and building relationships with decision-makers across AI and business leadership functions. The role involves…
Added 20 mins ago
D
Senior Product Designer
Dexian
Toronto, ON · Greater Toronto Area, Canada
- $60 to $95 CAD / hour
- Contract
Perform Design QA on final product implementations to ensure adherence to design specifications.
Added 20 mins ago
TR
Social Media Manager
Thomson Reuters
Toronto, ON
- $37 to $42 CAD / hour
- Contract
You will act as the project manager and creative partner behind global product launches, LinkedIn Lives and Reddit AMAs, working closely with Communications, Marketing and Product teams to…
Added 20 mins ago
AI
Quality Engineer (QE) / SDET – AI Chatbot Validation
Apptoza Inc.
Toronto, ON
- Contract
Partner with DevOps, Development, Product, and QE teams to design and execute exploratory, automated, and AI-focused tests that ensure product quality.
Added 20 mins ago
MR
Quantitative Developer
MPA Recruitment
Toronto, ON · Greater Toronto Area, Canada
- $135,000 to $170,000 CAD / year
- Full-time
MPA Recruitment has been retained a leading FinTech org in the intelligent trade surveillance space to recruit a Quant Developer for their Toronto team (hybrid).
Added 20 mins ago
K
Senior Website Transformation Strategist
Kelly
Calgary, AB · Greater Calgary Metropolitan Area
- Contract
This is a business-side digital leadership role - not a project manager or developer position. You’ll work alongside established project managers, developers, IT teams, an external agency,…
Added 20 mins ago
N
Corporate Controller
Nanalysis
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…high-field NMR Pulse™console (200-600 MHz), preclinical MRI and MR product line. RS2D, founded in 2004, specializes in the design and manufacture of a suite of magnetic resonance products…
Added 20 mins ago
A
Process Engineer
Airswift
Calgary, AB · Greater Calgary Metropolitan Area
- Contract
…specifications, Technical narratives, Operating setpoint recommendations, Product composition…
Added 21 mins ago
D
Marketing & Content Coordinator
Dodiee
Montreal, QC
- Full-time
Support the execution of product launches, seasonal campaigns, promotions, and
Added 21 mins ago
CE
Représentant(e) technique des ventes – Soudage / Technical Sales Representative – Welding
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Montreal, QC
- Full-time
Collaborate with Product Management, Marketing, and Technical Services teams
Added 21 mins ago
ZC
Java Full Stack Engineer
Ztek Consulting
Montreal, QC
- $150,000 to $180,000 CAD / year
- Full-time
We are seeking an experienced Full Stack Developer (Java/JavaScript) to join the Risk and Information Management team supporting Non-Financial Risk Management applications. The ideal…
Added 21 mins ago
Supervisor Travel Call Centre
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Thornhill, ON
Incredible rewards, travel incentives, and product and service discounts,
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Team Advisor - Travel Call Centre
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Incredible rewards, travel incentives, and product and service discounts,
Added 21 mins ago
Entry Level QAR
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Prepare Quality Assurance plans to support the manufacture of customer defined products; Review the product definition and shop orders to ensure compliance to the customer’s requirements…
Added 21 mins ago
Counter Sales Associate
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Chatham-Kent, ON · Chatham, ON
Answer and respond to customer’s requests including product, pricing and delivery inquiries.
Added 21 mins ago
M
Billing center Cloud Migration Developer
Maarut
ON · Toronto /Montreal, Ontario
- Contract
Added 21 mins ago
Senior Manager, Marketing Management
Bell
Toronto, ON
Collaborate with internal stakeholders across product, marketing, finance, and legal to manage the development and execution of partnership offers and programs.
Added 21 mins ago
Microsoft 365 Solutions Architect
University of Toronto
Toronto, ON
…This role requires deep technical knowledge of the SharePoint product, M365 technologies, and the ability to communicate effectively with both technical and non-technical stakeholders. You…
Added 21 mins ago
Business Systems Analyst
PCL Construction
Edmonton, AB
…workflows, Model Context Protocol (MCP) integrations, scripts, and developer tooling that improve the product and the team’s delivery…
Added 36 mins ago
Supply Chain Systems and Optimization Manager
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Added 36 mins ago
Staff AI Developer - Vancouver
Robots and Pencils
Vancouver, BC
Partner with product, design, and delivery leads across global teams to scope and ship features end-to-end

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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