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Operations Manager – Customer Success Operations
- 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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Archived listing. The details below describe a past opening.
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.
More about this job
Responsibilities
Manage cross-functional Customer Success initiatives by coordinating plans, milestones, dependencies, risks, and stakeholder updates. Improve operational workflows and documentation, maintain Salesforce and Gainsight reporting, support KPI reviews and automation, and ensure complete handoffs.
Requirements
Requires experience in Customer Success, Sales, Revenue, or Business Operations, or Program Management, along with strong cross-functional stakeholder management and process improvement skills. Candidates should have hands-on Salesforce and/or Gainsight experience and be capable of KPI reporting, data analysis, prioritization, and influencing stakeholders without direct authority.
Skills
- Cross-Functional Program Management
- Stakeholder Management
- Process Improvement
- Workflow Optimization
- Salesforce
- Gainsight
- KPI Reporting
- Dashboard Reporting
- Data Analysis
- Data Hygiene
- Risk Management
- Audit Readiness
- Change Management
- Customer Success Operations
- Renewals
- Customer Lifecycle Management
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Technology
- Data & Analytics
Keywords
- Customer Success Operations
- Sales Operations
- Revenue Operations
- Business Operations
- Program Management
- SaaS
- Salesforce
- Gainsight
- KPI Reporting
- Dashboards
- Data Analysis
- Data Hygiene
- Process Improvement
- Workflow Optimization
- Audit Readiness
- Compliance
- Risk Management
- Operational Controls
- Change Management
- Enablement
- Renewals
- Subscription Billing
- Customer Lifecycle Management
- Business Continuity
- Customer Migrations
- Integrations
- Product Deprecations
- Standard Operating Procedures
- Reporting Automation
- Executive Operating Cadences