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Customer Success Operations Manager
- Vancouver, BC, Canada
Contract
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Contract
- Closing date
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
Customer Success Operations Manager
Vancouver Canada
6 Months Contract
Required Experience:
- Experience in Customer Success Operations, Sales Operations, Revenue Operations, program management, or a comparable operations role, ideally in a SaaS or technology environment.
- Demonstrated ability to deliver cross-functional, multi-stakeholder initiatives from planning through completion.
- Strong process design and continuous improvement skills, with the ability to document, simplify, standardize, and scale workflows.
- Hands-on experience with Salesforce and/or Gainsight, including working with administrators or analysts to implement process and reporting changes.
- Comfort building and interpreting KPI reporting, identifying trends, and translating insights into action.
- Excellent written and verbal communication, sound judgment, and the ability to influence and drive alignment without direct authority.
Key Responsibilities:
Program Delivery, Compliance, and Risk Mitigation
- Deliver priority Customer Success initiatives that support compliance requirements, customer commitments, and enterprise risk mitigation.
- Coordinate customer-facing operational programs, including security requests, audit readiness, business continuity activities, customer migrations, integration changes, and product deprecations.
Operations Liaison
- Act as a day-to-day liaison between Customer Success and key operational partners, including Product Operations, Legal, Global Customer Care, Insights & Enablement, Revenue Operations, and the global Customer Success Center of Excellence.
- Represent customer and CSM needs in workstreams that affect the customer experience.
Operational Enablement and Process Excellence
- Develop and deliver process communications, job aids, and targeted training for CSMs and Customer Success leaders.
- Identify friction points and improve workflows across customer onboarding, renewals, billing-related incidents, customer communications, exception handling, cancellations, and incident response.
More about this job
Responsibilities
Deliver Customer Success programs supporting compliance, customer commitments, and enterprise risk mitigation, including audits, security requests, migrations, and product changes. Coordinate across Customer Success and operational partners, represent customer and CSM needs, and improve workflows through communications, training, and process enhancements.
Requirements
Experience in Customer Success, Sales, or Revenue Operations, program management, or a comparable operations role is required, ideally in SaaS or technology. The role requires cross-functional program delivery, process improvement, Salesforce and/or Gainsight experience, KPI reporting and analysis, and strong communication and influencing skills.
Skills
- Customer Success Operations
- Sales Operations
- Revenue Operations
- Program Management
- Cross-Functional Program Delivery
- Process Design
- Continuous Improvement
- Workflow Documentation
- Salesforce
- Gainsight
- KPI Reporting
- Data Analysis
- Stakeholder Management
- Written Communication
- Verbal Communication
- Change Management
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Management & Leadership
- Administrative
- Technology
Keywords
- Customer Success Operations
- Sales Operations
- Revenue Operations
- Program Management
- SaaS
- Technology
- Cross-Functional Initiatives
- Compliance
- Risk Mitigation
- Security Requests
- Audit Readiness
- Business Continuity
- Customer Migrations
- Integration Changes
- Product Deprecations
- Product Operations
- Legal
- Global Customer Care
- Insights And Enablement
- Salesforce
- Gainsight
- KPI Reporting
- Process Design
- Continuous Improvement
- Workflow Standardization
- Customer Onboarding
- Renewals
- Billing Incidents
- Exception Handling
- Incident Response