Client Success Operations Manager (Hybrid - Toronto)

ClearGov•Toronto, ON

8d•Hybrid

About The Position

ClearGov is seeking an Operations Manager for their Client Success (CS) team. This role is crucial for driving productivity, consistency, and efficiency within the CS department. The Operations Manager will report to the VP of Client Success and will be responsible for guiding data-driven decisions to support efficient growth. The ideal candidate is a detail-oriented analytical thinker with a passion for CS operations, data, analytics, and reporting. This is an exciting opportunity to join a team conducting an in-depth analysis of the customer lifecycle and partnering cross-functionally to understand product adoption. The company is looking for an individual with prior experience in a similar role within a SaaS Customer Success environment who can ensure operational excellence.

Requirements

At least 5 years prior experience working as a Customer Success Operations Manager in a SaaS environment
Expertise in key customer success principles, customer journey maps, and customer lifecycle management business processes (e.g. Onboarding, Adoption, Health Scoring Renewals Risk, and Expansion)
Experience optimizing CS tools and processes
Proficiency with ChurnZero, Zendesk, and Salesforce
Proficiency with G-Suite or MS Office suite, preferably an Excel expert (Pivot tables, VLookups, data modeling)
Passion for reporting and telling a story with data
Excellent oral and written communication skills (clear, concise, and accurate), including listening to understand (rather than to respond)
Strong project management skills including setting milestones, establishing buy-in from stakeholders, and strong attention to detail
Open to input from other team members and departments

Nice To Haves

Self-motivated, self-starter with a zeal to win
Great communicator; strong oral and written skills
Ability to think creatively and innovatively
Hands-on problem solver who enjoys cracking difficult nuts
Quick study – able to pick up and apply new concepts in a hurry
Track record of achievement
Enjoys working on and helping to build outstanding teams
Demonstrates an entrepreneurial spirit and gets stuff done
A sense of humor and don’t take themselves too seriously

Responsibilities

Strategic KPI analysis across all functions of the Client Success team
Build and maintain reports and dashboards to provide insights into business performance in both ChurnZero and SalesForce
Using this data to tell a story comparing trends and identifying areas of improvements
Implement and manage the CS technology stack (e.g., ChurnZero, Zendesk, Salesforce, LearnUpon) to elevate customer experience, team member productivity, and business goals
Regularly updating and customizing platforms to align with business processes, practices, and needs of the CS team
Ensuring data accuracy and consistency
Implementing workflow rules and automation to streamline CS operations and processes
Document requirements for technical integrations within the CS tech stack and between the tech stack and ClearGov’s products. Work with internal and external stakeholders to complete integrations.
Lead initiatives to identify operational process enhancements and streamline workflows to achieve efficiency gains
Work with the CS Leadership Team to determine the timing and content of touch points along the customer journey to drive optimal adoption.
Measure the before and after of initiatives using data and CS experience to continuously suggest improvements
Build customer insights that assist with renewal and cross-sell targets and deliver on customers’ needs
Ownership of CS tasks and processes to set up, modify, and cancel customers in all needed systems
Customer segmentation and reporting as needed by CS Leadership and cross-functional partners