Operations Manager – Customer Success Operations
Location: Vancouver, BC
Duration: 6-Month Contract
Role Overview
We are seeking an Operations Manager to support Identity Customer Success Operations for a six-month assignment. This role will partner with Customer Success leadership and cross-functional teams to drive priority initiatives, improve processes, strengthen operational discipline, and maintain accurate reporting and data.
Key Responsibilities
- Manage cross-functional Customer Success initiatives involving security requests, audit readiness, business continuity, customer migrations, integrations, and product deprecations.
- Develop workback plans, milestones, ownership, dependencies, risk logs, and status reporting.
- Serve as a liaison between Customer Success and Product Operations, Legal, Customer Care, Enablement, Revenue Operations, and Customer Success COE.
- Identify workflow gaps and improve processes across onboarding, renewals, billing incidents, customer communications, cancellations, exception handling, and incident response.
- Create and maintain SOPs, playbooks, checklists, job aids, and process communications.
- Support KPI reporting, business reviews, action tracking, data hygiene, and automation opportunities.
- Maintain operational workflows and reporting within Salesforce, Gainsight, and related systems.
- Track risks, decisions, dependencies, and deliverables while providing concise updates to leadership.
- Ensure proper documentation and handoff of completed work and open items at the end of the assignment.
Required Qualifications
- Experience in Customer Success Operations, Sales Operations, Revenue Operations, Business Operations, or Program Management.
- Experience in a SaaS or technology environment preferred.
- Strong cross-functional program and stakeholder management experience.
- Proven process improvement and workflow optimization skills.
- Hands-on experience with Salesforce and/or Gainsight.
- Experience with KPI reporting, dashboards, data analysis, and operational metrics.
- Strong communication, organization, problem-solving, and prioritization skills.
- Ability to influence stakeholders and drive initiatives without direct authority.
Preferred Qualifications
- Experience with compliance, audit readiness, risk management, or operational controls.
- Change management and enablement experience.
- Knowledge of renewals, subscription billing, and customer lifecycle management.
- Experience with reporting automation and executive operating cadences.
