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Added 10 mins ago
AH
Operating Room Business Lead
Alberta Health Services
Red Deer, AB
- Full-time
…processes and patient safety. The Clinical Support Business Lead approves and monitors vendor access, conduct, and interaction to areas and with surgeons and team members and alerts…
Added 40 mins ago
SP
Solutions Architect, Salesforce Migrations (Data360, Revenue, Tableau, or Marketing Clouds)
Salesforce Partner Canada
Toronto, ON
- Full-time
Lead end-to-end customer migration engagements - owning technical delivery, project health, and successful go-live outcomes.
Added 1 hour ago
CO
Educational Technology and Multimedia Project Coordinator
College of New Caledonia
Prince George, BC
- Full-time
Lead and support educational technology projects aimed at enhancing teaching and learning experiences.
Added 1 hour ago
GZ
Vice President Operations
Gestion Zagora
Toronto, ON
- Full-time
…are seeking an experienced and strategic Vice President of Operations to join our executive leadership team in Toronto,…
Added 1 hour ago
GZ
Vice President Operations
Gestion Zagora
Montreal, QC
- Full-time
…marchés, nous sommes à la recherche d'un(e) Vice-président(e) des opérations expérimenté(e) et stratégique pour se joindre à notre équipe de direction à…
Added 2 hours ago
GZ
Vice President Operations
Gestion Zagora
Moncton, NB
- Full-time
…are seeking an experienced and strategic Vice President of Operations to join our executive leadership team in…
Added 2 hours ago
MM
Senior Project Engineer
Martin Marietta
Kenora, ON
- Full-time
May lead projects or project steps within a broader project or have accountability for ongoing activities or objectives
Added 2 hours ago
IP
Clinical Operations Manager
Indigenous Perspectives Society
Vancouver, BC
- Full-time
Oversee daily clinic operations to ensure efficient, coordinated, and client-centred service delivery.
Added 3 hours ago
GZ
Vice President Operations
Gestion Zagora
Regina, SK
- Full-time
…are seeking an experienced and strategic Vice President of Operations to join our executive leadership team in…
Added 3 hours ago
GZ
Vice President Operations
Gestion Zagora
AB · Edmonton, AB
- Full-time
…are seeking an experienced and strategic Vice President of Operations to join our executive leadership team in…
Added 4 hours ago
CC
Manager, Change Management
Canadian Cancer Society
Toronto, ON
- Full-time
The role partners with leaders, project teams, and the Project Management Office to embed people-centered change practices into project planning and delivery, while contributing to building…
Added 4 hours ago
CC
Manager, Change Management
Canadian Cancer Society
Ottawa, ON
- Full-time
The role partners with leaders, project teams, and the Project Management Office to embed people-centered change practices into project planning and delivery, while contributing to building…
Added 4 hours ago
CC
Manager, Change Management
Canadian Cancer Society
Quebec, QC
- Full-time
The role partners with leaders, project teams, and the Project Management Office to embed people-centered change practices into project planning and delivery, while contributing to building…
Added 4 hours ago
CC
Manager, Change Management
Canadian Cancer Society
Montreal, QC
- Full-time
The role partners with leaders, project teams, and the Project Management Office to embed people-centered change practices into project planning and delivery, while contributing to building…
Added 4 hours ago
CC
Manager, Change Management
Canadian Cancer Society
Vancouver, BC
- Full-time
The role partners with leaders, project teams, and the Project Management Office to embed people-centered change practices into project planning and delivery, while contributing to building…
Added 4 hours ago
CC
Analyst, Insights and Pipeline Management
Canadian Cancer Society
Ottawa, ON
- $52,000 to $59,000 CAD / year
- Full-time
Act as the Corporate team’s lead representative in the Digital and Strategy (DAS) project discussions.
Added 4 hours ago
CC
Sr. Specialist, Relay for Life Youth
Canadian Cancer Society
Toronto, ON
- Full-time
Serve as the project lead for assigned national initiatives, pilot programs, process improvements, or resource development projects.
Added 4 hours ago
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Manager, Fundraising Communications
Canadian Cancer Society
Montreal, QC
- Full-time
Lead the execution of communications and public relations for fundraising campaigns and events in Quebec, particularly the CIBC Run for the Cure, Relay For Life, the Montreal Daffodil Ball,…
Added 4 hours ago
IM
Production Manager – Modular Manufacturing
Ironwood Manufactured Homes
Woodstock, NB
- Full-time
…production efficiency, ensuring quality standards, and meeting project timelines. You will work closely with cross-functional teams, including design, engineering, procurement, and quality…
Added 4 hours ago
A
Power System Engineer
ABB
QC · Saint-Laurent, Quebec
- Full-time
This role reports to: Project Operations Manager
Added 4 hours ago
GW
Director, Corporate Services
Gowling WLG
Calgary, AB
- $160,000 to $200,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 5 hours ago
C
Field Technical Lead - Security Systems
Convergint
Toronto, ON · Etobicoke, ON
- Full-time
Job Description: Convergint is currently looking for a Security Field Technical Lead to join our amazing culture in our Toronto location. As a Security Field Technical Lead, you will be…
Added 5 hours ago
HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 5 hours ago
C
BAS Project Supervisor
Convergint
Toronto, ON · Etobicoke, ON
- Full-time
Actively participate in internal pre-bid review meetings, project turnover meetings and Operations to Service turnover meetings
Added 5 hours ago
L
Supply Chain Project Manager | Contract until October 2027
lululemon
Vancouver, BC
- Full-time
The Supply Chain Project Manager is responsible for overseeing specific projects within the Global Supply Chain program portfolio. This can include work within complex cross-functional…

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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