Customer Success Operations Specialist

Role overview

This is a remote-first Customer Success Operations position for a Canada-based candidate, posted on behalf of a partner company that handles the application process and all subsequent hiring steps. The role supports a rapidly expanding SaaS business that is investing heavily in the systems, data, and automation behind its Customer Success organization. You will help strengthen the operational foundation that drives retention, expansion, and the customer lifecycle, while partnering closely with Customer Success leadership and teams across the business.

The environment is collaborative, highly data-oriented, and focused on continuous improvement. You will be expected to improve tools, workflows, and reporting so customer-facing teams can work more efficiently at scale. The role is well suited to someone who enjoys solving operational problems, building scalable processes, and improving how modern SaaS teams operate.

Key accountabilities

• Own and improve the Customer Success technology stack so systems, workflows, automations, integrations, and configurations function smoothly across CRM and CS platforms.
• Maintain clean data practices, protect system integrity, manage access controls, and coordinate with vendors to resolve technical issues when needed.
• Create dashboards and reporting structures that monitor customer health, retention, expansion, forecasting, and broader operational performance.
• Streamline recurring reporting and lifecycle workflows through automation to save time and improve decision-making.
• Capture, refine, and standardize Customer Success processes, playbooks, and operating practices.
• Work with Sales, Marketing, Product, Revenue Operations, and Support to convert business needs into scalable system solutions.
• Help introduce new tools, integrations, and AI-enabled workflows across the customer journey.

Requirements

• At least 3 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a comparable role within a SaaS company.
• Practical experience administering business systems, CRM tools such as Salesforce or similar platforms, and customer success software.
• Proven ability to design workflows, automations, integrations, and scalable operational processes.
• Strong analytical and reporting capability, with advanced use of Excel or Google Sheets.
• Ability to turn complex business needs into structured and scalable technical solutions.
• Clear communication, strong documentation habits, and effective cross-functional collaboration skills.
• A methodical, detail-focused approach with strong problem-solving ability and a commitment to improving processes.
• Exposure to customer lifecycle management, health scoring, or digital customer success programs is a plus.

Benefits

• Competitive compensation of CAD 60,000 to CAD 78,000 per year.
• Fully remote-first setup available anywhere in Canada.
• Comprehensive medical, dental, and vision coverage.
• Wellness spending allowance and employee support resources.
• Retirement savings plan with employer contribution matching.
• Flexible paid time off and parental leave arrangements.
• Stock options for employees who qualify.
• Learning and development opportunities within a high-growth SaaS company.
• Remote-work assistance and home office stipends where applicable.

Application and hiring information

The hiring partner manages applications, selection, interviews, assessments, and next steps internally. Candidates are reviewed through an AI-assisted matching process designed to evaluate applications fairly against the role’s main requirements. Human recruiters make the final hiring decisions.

Privacy and data processing

By applying, you consent to the processing of your personal data for candidate evaluation and for sharing relevant details with the hiring employer. This is done under legitimate interest and pre-contractual measures where applicable, including GDPR-related rights such as access, correction, deletion, and objection. AI tools may support parts of the review process, including resume analysis and response assessment, but they do not replace human judgment. You may contact the team for more information about how your data is handled.