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Added 13 mins ago
TR
Forward Deployed Engineer (Internal tools)
Trexo Robotics
Mississauga, ON
- $100,000 to $140,000 USD / year
- Full-time
Partner with teams to define and track meaningful KPIs, investigate issues, and turn analysis into clear recommendations and decisions.
Added 13 mins ago
V
Enrolled Nurse
VMCH
Pakenham, ON
- Part-time
Empower your team, while delivering quality care
Added 13 mins ago
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Assessment Coordinator
Altis
Richmond, BC
- $23 to $25 CAD / hour
- Contract
You'll coordinate with verification agencies, track application progress, conduct quality assurance checks, and communicate assessment outcomes.
Added 13 mins ago
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Program Manager - Oracle Fusion Cloud
Infosys
Toronto, ON
- Full-time
…program governance, delivery planning, scope, schedule, budget, quality, risk and stakeholder management across Oracle Fusion workstreams, while also establishing and operating an…
Added 13 mins ago
DT
Director of IT Security Infrastructure
Decode Talent
Canada
- Contract
Manage our third-party MDR/SOC partner, including alert quality, response playbooks, escalation paths and quarterly service reviews.
Added 13 mins ago
MR
VP of Marketing Operations
MoveSmart Rentals
Toronto, ON
- Internship
Brand consistency, public messaging, customer trust, and quality assurance
Added 13 mins ago
YO
Senior Leadership Trainer White Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
…and flat-water canoe trip environments, supporting safe, high-quality learning experiences and preparation for future camp staff opportunities. The role works collaboratively with staff,…
Added 13 mins ago
TS
Event Planner | Planificateur d'événements
TD SYNNEX Canada ULC
Mississauga, ON
- Full-time
…Sales, and the Events team. Your work will directly impact partner engagement, pipeline influence, and employee…
Added 13 mins ago
AC
Représentant Des Comptes Clients/customer Account Representative
Aston Carter
Longueuil, QC
- $32 to $40 CAD / hour
- Contract
Added 13 mins ago
AC
Technical Recruiter
Aston Carter
Vancouver, BC
- $30 to $36.14 CAD / hour
- Contract
Partner with a Recruiter Business Partner to transition candidates from onsite interview stage through final selection and offer lockdown.
Added 28 mins ago
IH
Project Lead | Evaluation
Interior Health Authority
Kelowna, BC
- Part-time
…so that projects are delivered within scope, cost, time, and quality. The Project Lead is required to lead or coordinate several projects…
Added 28 mins ago
IS
Network Designer - Senior
Innova Solutions
Toronto, ON
- $600 to $620 CAD / day
- Full-time
AWS Advanced Tier Services Partner with 100+ certifications
Added 28 mins ago
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English Copywriter, Digital Communications
Intact
Montreal, QC
- Part-time
Partner with designers to develop integrated creative solutions where messaging and visuals work together effectively.
Added 28 mins ago
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Ingénieur Manufacturier Senior - Réparation de composants / Senior Manufacturing Engineer - Componen
Rolls-Royce
Montreal, QC
- Full-time
Added 43 mins ago
EL
Head of AI Product – Trust Intelligence
EnStream LP
Toronto, ON
- Full-time
Build the feedback loop that improves models using customer outcomes, fraud labels and partner insights.
Added 43 mins ago
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Freelance In-Person Event Specialist - Toronto, Canada
Visit.org
Toronto, ON
- Temporary
Event Preparation: Join virtual planning meetings ahead of each event with all parties: corporate partner, nonprofit partner, Visit.org event host, Visit.org event coordinators, etc
Added 43 mins ago
OH
Lead, Coordinated Access
Ontario Health | Santé Ontario
Waterloo, ON
- Full-time
Lead delivery: Manage complex projects, budgets, milestones and risks; drive implementation, change management and quality improvement.
Added 43 mins ago
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Software Engineering LMTS
Salesforce
Vancouver, BC · Canada - Vancouver
- Full-time
…to ensure we build products right and release them with high quality. Equally important is advanced prompt engineering - the ability to write precise, structured prompts and cultivate the…
Added 43 mins ago
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Senior Lead Data & AI Engineer
Vanguard
Toronto, ON
- Full-time
Establish reusable frameworks, patterns, and standards to accelerate delivery and improve engineering quality across teams.
Added 57 mins ago
TT
Program Manager
TTM Technologies
Toronto, ON
- Full-time
…This role coordinates engineering, manufacturing operations, quality, supply chain, and sales teams to deliver PCB products that meet customer requirements, quality standards, and delivery…
Added 57 mins ago
IW
Senior Manager, Business Development
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable;…
Added 57 mins ago
IW
Senior Manager, Business Development
IG Wealth Management
BC · British Columbia, Canada
- Full-time
…week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable;…
Added 57 mins ago
IW
Director, Citizen Development & Employee Technology Experience Pod Owner
IG Wealth Management
ON · Ontario, Canada
- Full-time
…week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable;…
Added 58 mins ago
IW
Director, Citizen Development & Employee Technology Experience Pod Owner
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable;…
Added 58 mins ago
WC
(CAN) Cosmetics Associate
Walmart Canada
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
…merchandise from the backroom to the sales floor. As a trusted partner in loss prevention, you help protect company assets through attention to detail and strong product awareness. This…

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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