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Added 6 mins ago
TD
Service Delivery Manager
Terra Dygital
Toronto, ON
- $115,000 to $130,000 CAD / year
- Full-time
As a Service Delivery Manager, you are a hands-on technical leader who earned credibility as a Senior System Administrator before moving into people management. You own the quality of…
Added 6 mins ago
MP
Central Care Attendant, Funeral Services
Mount Pleasant Group
Toronto, ON
- $30.89 CAD / hour
- Temporary
Additional duties, and tasks that fall within the scope of the role as assigned by the Assistant Manager and/or Manager, Funeral Services.
Added 6 mins ago
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Keyholder
Torrid
Calgary, AB
- Part-time
Set the example for The Torrid Connection through selling skills and customer service, ensuring the team is providing a shopping experience that will encourage positive customer connections…
Added 6 mins ago
GT
Department Sales Manager, Clubs
Golf Town
Calgary, AB
- Full-time
As a Department Sales Manager Clubs with Golf Town your main purpose of the position is to drive sales, profitability and customer service in our retail stores through developing and…
Added 6 mins ago
SL
Department Sales Manager, Footwear
Sporting Life
Burnaby, BC
- Full-time
…experience. You’ll set the tone as a role model for outstanding customer service, fostering a fun, inclusive, and high-performing team…
Added 6 mins ago
SL
Department Sales Manager, Footwear
Sporting Life
Burlington, ON
- Full-time
…experience. You’ll set the tone as a role model for outstanding customer service, fostering a fun, inclusive, and high-performing team…
Added 6 mins ago
HC
Accounts Payable
Harris Computer
ON · Ontario, Canada
- Full-time
Our supportive, collaborative workplace helps employees do their best work while providing excellent service to our customers. We also offer a comprehensive benefits package and additional…
Added 6 mins ago
CO
Laundry Worker
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Internship
A vulnerable sector check is required for this position and will be requested by the Hiring Manager should you be the candidate of choice. Please do not submit your vulnerable sector check…
Added 6 mins ago
GT
Department Sales Manager, Clubs
Golf Town
Regina, SK
- Full-time
As a Department Sales Manager Clubs with Golf Town (GT) your main purpose of the position is to drive sales, profitability and customer service in our retail stores through developing and…
Added 6 mins ago
R
Senior On-Site Service Specialist, Hospitality
Ricoh
Montreal, QC
- Full-time
…consistent and high-quality standard of food and beverage set up/service to clients, ensuring smooth delivery of conference and function services. Sets up and breaks down conference rooms…
Added 21 mins ago
AB
Quality Supervisor
Amphenol Borisch Technologies
London, ON
- Full-time
…the London, Canada facility and reports to the Sr. Operations Manager. The Quality Supervisor is responsible to ensure customer requirements are planned and implemented during the…
Added 21 mins ago
CO
Housekeeping Worker
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Internship
A vulnerable sector check is required for this position and will be requested by the Hiring Manager should you be the candidate of choice. Please do not submit your vulnerable sector check…
Added 21 mins ago
TS
Client Delivery Manager
Turnberry Solutions
Saint-Paul, NB · St.-Paul, NB
- Full-time
Overview: We are seeking a highly motivated, intellectually curious, and people-oriented Client Delivery Manager to support a large, strategic enterprise account within our consulting…
Added 21 mins ago
MR
Account Manager
MoveSmart Rentals
MB · Durban, MB
- $45,000 to $50,000 CAD / year
- Internship
Experience in high-volume, SLA-driven service environments
Added 21 mins ago
E
Quick Service (QSR) Sales Associate (Part-Time) - Eataly Sherway Gardens
Eataly
Toronto, ON
- $17.95 CAD / hour
- Part-time
A Quick Service Restaurant (QSR) Sales Associate provides exceptional guest service across Eataly’s various QSR counters – serving gelato, pastries, coffee, paninis and other Italian…
Added 21 mins ago
SL
Department Sales Manager, Hardgoods
Sporting Life
Markham, ON
- Full-time
…experience. You’ll set the tone as a role model for outstanding customer service, fostering a fun, inclusive, and high-performing team…
Added 21 mins ago
MR
Account Manager
MoveSmart Rentals
BC · Capital, BC
- $45,000 to $50,000 CAD / year
- Internship
Experience in high-volume, SLA-driven service environments
Added 21 mins ago
MR
Account Manager
MoveSmart Rentals
NS · Cape Breton, NS
- $45,000 to $50,000 CAD / year
- Internship
Experience in high-volume, SLA-driven service environments
Added 21 mins ago
MR
Account Manager
MoveSmart Rentals
Athens, ON
- $45,000 to $50,000 CAD / year
- Internship
Experience in high-volume, SLA-driven service environments
Added 21 mins ago
MR
Account Manager
MoveSmart Rentals
Delhi, ON
- $45,000 to $50,000 CAD / year
- Internship
Experience in high-volume, SLA-driven service environments
Added 21 mins ago
MR
Account Manager
MoveSmart Rentals
Brandon, MB
- $45,000 to $50,000 CAD / year
- Internship
Experience in high-volume, SLA-driven service environments
Added 21 mins ago
MR
On-Site Leasing Administrator
MoveSmart Rentals
Kitchener, ON
- $65,000 to $80,000 CAD / year
- Internship
2–3 years of relevant experience in residential leasing, property management, multifamily housing, resident services, hospitality, customer service, or sales.
Added 21 mins ago
SL
E-Commerce Manager
Sporting Life
Richmond Hill, ON
- Internship
The E Commerce Manager oversees all in-store E Commerce operations, ensuring efficient handling, care, storage, and distribution of E Commerce goods. This role drives service standards,…
Added 21 mins ago
A
Assessment Coordinator
Altis
Richmond, BC
- $23 to $25 CAD / hour
- Contract
You'll respond to internal inquiries, provide guidance on assessment processes, and support the orientation and training of staff and service providers.
Added 21 mins ago
I
Program Manager - Oracle Fusion Cloud
Infosys
Toronto, ON
- Full-time
Infosys is seeking a Program Manager Cum AMS Service Delivery Manager for Oracle Fusion Cloud engagements with strong experience in leading end-to-end Oracle Fusion Cloud implementations…

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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