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Added 4 mins ago
MR
Senior Bookkeeper
MoveSmart Rentals
Mississauga, ON
- Full-time
Every application is reviewed by our recruitment team.
Added 4 mins ago
MR
Senior Bookkeeper
MoveSmart Rentals
Toronto, ON
- Full-time
Every application is reviewed by our recruitment team.
Added 4 mins ago
GT
Department Sales Manager, Clubs
Golf Town
Calgary, AB
- Full-time
Lead the sales floor (including MOD responsibilities) to drive sales and deliver exceptional customer service across all departments.
Added 4 mins ago
BH
Change Management Advisor
BC Housing
Burnaby, BC
- Full-time
Reporting to the Change Management Lead, the Change Management Advisor is part of BC Housing's Strategic Transformation Team and supports leaders in understanding and responding to the…
Added 4 mins ago
RM
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Lead departmental initiatives focused on continuous quality improvement, patient experience, service innovation, operational efficiency, and system integration.
Added 4 mins ago
MR
Senior Bookkeeper
MoveSmart Rentals
Newmarket, ON
- Full-time
Every application is reviewed by our recruitment team.
Added 4 mins ago
IS
Production Control Student/Co-op- Winter 2027
Irving Shipbuilding
Halifax, NS
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
Added 4 mins ago
GT
Department Sales Manager, Clubs
Golf Town
Regina, SK
- Full-time
Lead the sales floor (including MOD responsibilities) to drive sales and deliver exceptional customer service across all departments.
Added 4 mins ago
C
Banking Centre Leader III (relocation assistance available)
CIBC
Lethbridge, AB
- Full-time
As a member of the Personal and Business Banking Team, you’ll lead a team of high performing financial services professionals working towards a shared goal - delivering an exceptional…
Added 4 mins ago
V
Spec, Planning & Business Partnership - Finance
Vale
Canada
- Full-time
Lead the intake, structuring, prioritization, and sequencing of Finance IT demand, ensuring transparency and alignment across initiatives, enhancements, and continuous improvement.
Added 19 mins ago
HG
Software Architect– Azure & Application Modernization
Hanalytica GmbH
Canada
- Contract
Lead the modernization of a legacy application and database to Azure. Assess what exists, define the migration roadmap, and guide the team through implementation.
Added 19 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 19 mins ago
BH
Executive Director, Data and Analytics
BC Housing
Burnaby, BC
- Full-time
Added 19 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 19 mins ago
MG
Registered Nurse (Cardiology)
Michael Garron Hospital
Toronto, ON
- Full-time
Strong leadership skills and experiencetaking the lead in multidisciplinary teams.
Added 19 mins ago
J
Business Development, AI Platform
Jobgether
Canada
- Full-time
Lead discovery calls to understand potential customers' needs, assess business opportunities, and qualify prospects.
Added 19 mins ago
YO
Leadership Trainer White Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach…
Added 19 mins ago
YO
Leadership Trainer Flat Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach…
Added 19 mins ago
YO
Senior Leadership Trainer White Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
…During this expedition, participants learn the skills needed to lead a successful canoe trip. The two staff members running the French River program are also responsible for facilitating a…
Added 19 mins ago
YO
Senior Leadership Trainer White Water
YMCA of Greater Toronto
Torrance, ON
- Part-time
Added 19 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 19 mins ago
TS
Event Planner | Planificateur d'événements
TD SYNNEX Canada ULC
Mississauga, ON
- Full-time
Create post-event reports covering attendance, satisfaction, lead capture, and ROI; capture insights for continuous improvement.
Added 19 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 19 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 19 mins ago
AC
Technical Recruiter
Aston Carter
Vancouver, BC
- $30 to $36.14 CAD / hour
- Contract
…US-based locations. This role manages the full early-stage recruitment lifecycle, including sourcing, screening, interviewing, reference checks, offer support, and new hire orientation,…

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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