Customer Success & Professional Services Operations

FutureFit AI • Toronto, ON

7d • $90,000 - $120,000 • Remote

About The Position

FutureFit AI is seeking a Customer Success Operations Associate to join their Customer Success team. This is a hands-on role focused on becoming an expert in the product's functionality and customer usage. The associate will spend significant time testing workflows, exploring customer use cases, identifying bugs and friction points, and documenting findings. They will also provide support for customer-facing delivery, including implementation assistance, workflow guidance, training preparation, documentation, and troubleshooting. The ideal candidate is customer-minded, product-curious, detail-oriented, and eager to work across various customers, regions, and use cases to enhance the customer experience. This role aims to improve customer experience by staying close to the product, understanding customer support needs, and translating these insights into actionable steps for Customer Success, Product, and Build teams.

Requirements

• Experience in customer success, professional services, product operations, QA, or a closely adjacent role at a SaaS company
• A genuine QA mindset: you notice what is off, you reproduce it, and you document it cleanly
• Strong product curiosity and excitement to become deeply fluent in how a platform works
• Customer empathy and an ability to think through how real users experience software, especially users facing barriers to opportunity
• Technical literacy to work fluently alongside engineers and product managers, read a roadmap, and reason about how features fit together
• High agency and strong written communication: you move issues forward yourself rather than waiting to be told

Nice To Haves

• Exposure to workforce development, government, or other mission-driven SaaS
• Familiarity with structured QA or bug-tracking workflows and tools
• Comfort writing lightweight scripts or queries to reproduce and investigate issues

Responsibilities

• Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands.
• Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions.
• Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers.
• Own clear, reproducible bug reports and route them with the right priority and context, so Build can act quickly and Customer Success is no longer carrying this load.
• Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting.
• Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions.
• Work across customers, regions, and use cases to notice patterns in where customers are getting stuck, what workflows need more support, and where the product experience can be clearer.
• Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through.

Benefits

• The base salary range for this role is USD $90,000 to $120,000 for candidates based in New York and CAD $105,000 to $135,000 for candidates based in Toronto, benchmarked to the middle of the market for comparable venture-backed companies.
• Compensation ranges are reviewed regularly and adjusted to reflect market conditions and cost of living in each location.
• Reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment will be provided to individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed