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Added 3 mins ago
MR
Senior Bookkeeper
MoveSmart Rentals
Mississauga, ON
- Full-time
Every application is reviewed by our recruitment team.
Added 3 mins ago
MR
Senior Bookkeeper
MoveSmart Rentals
Toronto, ON
- Full-time
Every application is reviewed by our recruitment team.
Added 3 mins ago
TD
Service Delivery Manager
Terra Dygital
Toronto, ON
- $115,000 to $130,000 CAD / year
- Full-time
…management. You own the quality of service we deliver to clients and lead the Team Leads who run our Managed Services function day to…
Added 3 mins ago
CS
Instructor, Foundations of Medicine and Healthcare (Toronto)
Circuit Stream
Toronto, ON
- $1,500 to $1,650 CAD / week
- Contract
…and excited to help young people discover where theirs might lead, you’ll thrive…
Added 3 mins ago
T
Keyholder
Torrid
Calgary, AB
- Part-time
As a Keyholder, you'll be responsible for providing support and assistance to the store management team through performing daily store opening and closing operations while providing an…
Added 3 mins ago
GT
Department Sales Manager, Clubs
Golf Town
Calgary, AB
- Full-time
As part of Sporting Life Group, alongside Sporting Life and Team Town, we are dedicated to sharing our passion and growing the game.
Added 3 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 3 mins ago
RM
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
…Kawartha Lakes. Among our acute and continuing care services, our team cares for 45,000 patients per year in the 24/7/365 emergency department, provides orthopedics and ophthalmology,…
Added 3 mins ago
CL
Business Development Associate - Toronto, Ontario
Caravel Law LLP
Toronto, ON
- Full-time
…built. And it’s all powered by the best business development team in the industry. That’s where you come…
Added 3 mins ago
MR
Senior Bookkeeper
MoveSmart Rentals
Newmarket, ON
- Full-time
Every application is reviewed by our recruitment team.
Added 3 mins ago
IS
Production Control Student/Co-op- Winter 2027
Irving Shipbuilding
Halifax, NS
- Full-time
…Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with…
Added 3 mins ago
GT
Department Sales Manager, Clubs
Golf Town
Regina, SK
- Full-time
…As part of Sporting Life Group, alongside Sporting Life and Team Town, we are dedicated to sharing our passion and growing the…
Added 3 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 3 mins ago
RP
Leasing Agent
RidgeSide Property Management
Brampton, ON
- Part-time
Record showing activity and lead status in the company CRM and provide updates to the team
Added 3 mins ago
V
Spec, Planning & Business Partnership - Finance
Vale
Canada
- Full-time
Join our diverse team of 15,000 talented individuals committed to transforming critical minerals into prosperity and sustainable development in countries like Canada, Brazil, Indonesia, the…
Added 3 mins ago
M
RQ11817 - Project Manager/Leader - Senior
Maarut
Toronto, ON
- Contract
You possess team building and leadership skills in order to
Added 18 mins ago
F
Technical and Regulatory Specialist
FluksAqua
Ottawa, ON
- Full-time
Complex Account Support: Assist the Sales team and Technical Sales Representatives (TSRs) with the technical review of complex waste streams for new business opportunities.
Added 18 mins ago
AB
Quality Supervisor
Amphenol Borisch Technologies
London, ON
- Full-time
The Quality Supervisor provides day-to-day leadership to a team at the London, Canada facility and reports to the Sr. Operations Manager. The Quality Supervisor is responsible to ensure…
Added 18 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 18 mins ago
PH
Clinical Trials Nurse Coordinator, Research Clinical Trials - BC Cancer - Vancouver
Provincial Health Services Authority
Vancouver, BC
- Full-time
…completed per protocol while collaborating with both the care team and sponsors about managing patient care. We regularly communicate with various stakeholders to ensure trials are executed…
Added 18 mins ago
BH
Executive Director, Data and Analytics
BC Housing
Burnaby, BC
- Full-time
Added 18 mins ago
TO
Engineering Manager
Town of Pelham
Fonthill, ON
- Full-time
…its people, their experiences and the environment. Join the team and help make a meaningful difference in…
Added 18 mins ago
DM
Environmental Manager
Denison Mines Corp.
Athabasca, AB
- Full-time
The Environmental Manager will provide technical support to the Phoenix Team at the Wheeler River Operation as the project progresses through construction and into operation. The work will…
Added 18 mins ago
P&
Operations Strategy, Sr Manager/Gestionnaire principal, stratégie des opérations
Pratt & Whitney
Longueuil, QC
- Full-time
Added 18 mins ago
AI
Fullstack Technical Lead – Commercial Lending & Asset Finance
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
- Full-time
Job Description: Fullstack Technical Lead – Commercial Lending & Asset Finance

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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