Customer Lifecycle Ops Manager

Practice Better

3d•$105,000 - $115,000•Remote

About The Position

We're seeking a Customer Lifecycle Ops Manager who thrives at the intersection of analytics and execution. You'll own the analytical and operational foundation for our post-acquisition customer journey, building the data infrastructure and systems that enable Customer Success, Support, and Lifecycle Marketing teams to drive retention and expansion. This role is perfect for someone who wants to analyze the customer data AND build the systems that turn that data into action.

Requirements

4-6+ years in Customer Operations, Revenue Operations, Customer Success Operations, or Customer Analytics within B2B SaaS
Proficient SQL skills for customer segmentation, cohort analysis, and data exploration—you're self-sufficient for most analytical needs
Strong BI/data visualization (Sigma, Looker, Tableau)—you build dashboards people actually use
Hands-on experience with Hubspot (or similar CRM) for building CS workflows and managing data quality
Experience building or implementing customer analytics frameworks, health scoring models, or retention analyses
Deep understanding of SaaS customer lifecycle metrics (activation, engagement, retention, NRR, GRR, LTV, churn)
AI-comfortable: You see AI as leverage for model building and exploration; know when to validate versus trust
Experience with customer support platforms (Zendesk or similar)

Responsibilities

Partner with the data team to design customer health scoring models; implement and operationalize them for Lifecycle Marketing (campaign targeting) and Customer Success (proactive outreach)
Own measurement and reporting of key customer metrics: product adoption, feature usage, time-to-value, engagement scores, retention cohorts, GRR, NRR, LTV
Build dashboards in Sigma answering the questions Customer Success, Support, and Lifecycle Marketing ask daily
Build segmentation frameworks that Lifecycle Marketing uses for campaign targeting and personalization
Create cohort analyses showing retention trends, activation patterns, and customer behavior over time
Leverage AI agents to accelerate model development and pattern exploration; validate and refine outputs
Implement CS workflows in Hubspot for proactive customer management
Build visibility dashboards showing onboarding pipeline, accounts per CSM, and capacity tracking
Design automated workflows triggering CS outreach based on health scores, usage patterns, and milestones
Optimize Zendesk workflows for ticket routing, escalations, and resolution processes
Build support team performance dashboards tracking response time, resolution time, ticket volume, and CSAT
Build dashboards for migrations team tracking volume, revenue, completion rates, and satisfaction
Evaluate, implement, and optimize customer-side tools (Hubspot for CS workflows, Maven AGI, Zendesk, future CS platforms)
Build automated reporting providing real-time visibility into customer health and team performance
Define and optimize workflows including onboarding handoffs, health score triggers, and escalation processes
Partner with Growth Ops Manager on UTM taxonomy and acquisition-to-customer handoffs

Benefits

Health, dental, and vision coverage from day 1, RRSP/401k matching, generous paid parental leave, and annual learning stipends.
Remote-first model with optional Toronto office access. Regular off-sites and team gatherings across North America.
Unlimited vacation with real support for taking time off
Company RRSP/401k program with employer matching
$750 annual Health & Wellness Allowance
$1,000 annual Learning & Development Allowance
$500 annual Home Office Allowance
Sprout Family: support for family-building journeys
Inkblot: confidential mental health support
Company-wide holiday closure in December
Regular virtual events and team socials