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Added 2 mins ago
LH
2600002502 - Registered Practical Nurse
Lakeridge Health
Ajax, ON
- Full-time
Reporting to Manager of 2N (Inpatient Medicine), the successful candidate will be responsible for assessing, planning implementation and evaluating nursing care and practice activities in a…
Added 17 mins ago
CO
Human Resources Advisor- (26-037-3) - External Closes Nov 22/26
City of Campbell River
Campbell River, BC
- Full-time
The Role: Reporting to the Human Resources Manager, the Human Resources Advisor delivers a full range of professional human resource services including recruitment, training and…
Added 32 mins ago
T
Assistant Branch Manager Trainee
TD
Brampton, ON
- Full-time
As an Assistant Branch Manager Trainee, you will contribute to the TD's success by leading and coaching employees towards achieving operational excellence and personal development…
Added 32 mins ago
NP
Human Resources Business Partner
NWI Precision
Toronto, ON · North York, ON
- $90,000 to $110,000 CAD / year
- Full-time
…with a particular focus on the employee handbook, Workday, manager development, and consistent application of organizational standards. The HRBP takes ownership of driving change from…
Added 47 mins ago
M
Senior Manager, Commercial Management – Ontario Line
Metrolinx
Canada
- Full-time
Our Capital Projects Group (CPG) workforce is made up of driven and dedicated professionals who care deeply about working together to deliver infrastructure and make a positive impact in…
Added 47 mins ago
LC
NOFRILLS District Manager, Non-GTA (North)
Loblaw Companies Limited
Brampton, ON
- Full-time
…Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you…
Added 1 hour ago
C
Senior Producer, Local Video Development (English Services) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with Hiring Manager according to the guidelines defined by the department.
Added 1 hour ago
C
Senior Bilingual Talent Acquisition Specialist (People and Culture) (Telework/Hybrid)
CBC/Radio-Canada
Montreal, QC
- Full-time
In this position, you will develop and implement effective talent attraction strategies to source, engage and hire a qualified, diverse workforce. You will strive to ensure an outstanding…
Added 1 hour ago
Operations Recruitment Advisor
Canfor
Acheson, AB
…Site in Acheson, AB. Reporting to the Regional Human Resources Manager, you’ll work closely with Hiring Managers, HR partners, and the broader Talent Acquisition team to build talent…
Added 2 hours ago
TT
Operational Performance Specialist (13921)
Toronto Transit Commission (TTC)
Toronto, ON · Greater Toronto Area, Canada
- $91,109.2 to $113,895.6 CAD / year
- Full-time
Support continuous improvement initiatives, pilot projects, and system enhancements, including implementation planning, change management, training, and performance evaluation.
Added 2 hours ago
Scotia Jarislowsky Fraser Governance & Operations Manager
Scotiabank
Montreal, QC
Lead, coach, and develop a high-performing team while managing talent, workforce planning, and succession activities.
Added 2 hours ago
MI
Program Manager, HR Systems
Magna International
Aurora, ON
- Full-time
The HR Systems Program Manager is accountable for the end-to-end planning, governance and delivery of complex enterprise HR technology initiatives, including Workday and Dayforce…
Added 2 hours ago
Site Manager - Infrastructure and Site Services (Permanent)
Babcock
Victoria, BC
Site Manager, Infrastructure & Site Services (Permanent)
Added 2 hours ago
Blasting & Coating Supervisor
Aecon
Toronto, ON
Assist with workforce planning, performance management, scheduling, and overtime coordination.
Added 2 hours ago
OO
Manager, Finance & Facilities
Ontario Ombudsman
Toronto, ON
- $102,167 to $153,251 CAD / year
- Full-time
We are seeking an experienced finance professional to join our team as Manager, Finance and Facilities. Reporting to the Chief Financial Officer, the Manager, Finance and Facilities is…
Added 2 hours ago
SP
Human Resources Manager
Staff Plus
Burlington, ON
- Full-time
…Halton Region in the search for an accomplished Human Resources Manager. Reporting into senior HR leadership, this role offers the opportunity to serve as a trusted advisor to the business,…
Added 2 hours ago
C
Project Coordinator (18 month contract)
Cineplex
Toronto, ON
- Full-time
Reporting to the Senior Creative Manager, as a Project Coordinator, you will be at the center of the creative process, managing the end-to-end lifecycle of projects and helping transform…
Added 2 hours ago
TG
Part-Time Cook (Bethany Residence)
Thrive Group Canada
Burlington, ON
- Part-time
…line-height: 107%; mso-ansi-language: EN-GB;">Reporting to the Manager the Cook is responsible for the safe preparation and service of all food for residents, visitors and staff.<span…
Added 2 hours ago
TF
Curriculum and Program Quality Lead/Manager
The Foray Group
Markham, ON
- Full-time
The Curriculum and Program Quality Lead/Manager plays a highly visible, field-based role, spending a minimum of three full days per week in centres conducting classroom observations,…
Added 2 hours ago
M
Manager, Customer Protection
Metrolinx
Canada
- Full-time
The Customer Protection Services division is seeking a Manager, Customer Protection that will manage and provide oversight customer protection officer services (CPS) operations program and…
Added 2 hours ago
Store Manager
UFA Co-operative Ltd.
Spruce Grove, AB
Manage workforce planning, scheduling, and payroll to align labour resources with business needs.
Added 3 hours ago
C
Senior Producer, Local Video Development (English Services) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with Hiring Manager according to the guidelines defined by the department.
Added 3 hours ago
WS
Gestionnaire d'entrepôt et de production / Warehouse & Production Manager
Walter Surface Technologies
Montreal, QC
- Full-time
Added 3 hours ago
CC
Warehouse Supervisor
Coca-Cola Canada Bottling Limited
Richmond, BC
- Full-time
Reporting to the Lead Supervisor or the Manager, Warehouse, the Supervisor, Warehouse is on the warehouse ﬂoor to lead their team and ensure the products are properly received, stored, and…
Added 3 hours ago
TT
Sr. Human Resources Business Partner
TC Transcontinental
Paris, ON
- Full-time
Partner with the Regional HR Manager with any workforce planning and compensation review initiatives;

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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