Customer Success Operations Manager-Banking and Financial
We’re looking for a highly organized, detail-oriented professional to support the Identity Customer Success team, focusing on reporting, process improvement, and change management.
📍 Location: Vancouver, BC - Hybrid, 3 days on-site per week
💰 Pay Rate: CAD $50–$60/hour
📅 Contract: 6 months, with potential extension based on performance and budget
🕒 Working Hours: Pacific Time (PT)
👤 Individual contributor role
What you’ll do:
• Support a team of 12 Customer Success Managers with reporting and operational coordination.
• Build and maintain reports, dashboards, and customer/contract trackers in Salesforce and/or Gainsight.
• Improve data quality and workflows across onboarding, renewals, billing issues, and customer communications.
• Coordinate cross-functional initiatives, track milestones, and communicate risks.
• Support change management through training, process communications, and adoption tracking.
• Create playbooks, standard operating procedures, and KPI updates for leadership.
What we’re looking for:
• Experience in Customer Success Operations, Revenue Operations, Sales Operations, or program management.
• Hands-on knowledge of Salesforce and/or Gainsight, including reporting, dashboards, and operational workflows.
• Strong analytical, organizational, and stakeholder communication skills.
• Experience improving processes and coordinating work across multiple teams.
• SaaS experience and familiarity with renewals, contracts, and subscription billing are preferred.
• Proficiency in Excel or Google Sheets for data analysis and operational tracking is an asset.
Vancouver-based candidates are preferred. Strong candidates elsewhere in Canada may be considered for remote work. No travel or overtime is expected.
Interested? Send me a direct message with your resume and availability, highlighting your Salesforce and/or Gainsight experience.
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