Customer Success Operations Manager, Onboarding & Professional Services

About the role

We are currently seeking a Customer Success Operations Manager to join our Revenue Operations Team. This role is available to candidates in Vancouver, Toronto hub offices or remote Canada locations (excluding Quebec).

Responsibilities

• Scaling the Onboarding Motion: Identify friction points in our established customer onboarding process for each segment and deploy solutions to handle higher volumes without sacrificing quality.
• Designing and Implementing Agentic Human-in-the-Loop Experiences and Tech-Touch Digital Programs: Develop and implement digital programs powered by data, telemetry, automation, and AI to remove manual administrative work from Onboarding team members' plate.
• Partnering with Product and Customer Marketing: Close the gap between our internal onboarding operations and the customer-facing experience.
• Building the End-to-End Professional Services Engine: Design operating models and systems to enable predictable delivery, efficient resource utilization, and clear margin visibility from project scoping through to delivery and payment collection.
• Introducing Project Governance and Professional Services Automation Tools: Standardize project scoping & creation, design best-in-class delivery workflows, introduce project governance, implement Professional Services Automation tools, and track key KPIs and performance.
• Initiative Designing & Executing: Translate high-level strategy and goals into concrete, executable projects in support of the annual goals and quarterly OKRs of the Onboarding and Professional Services leadership teams.
• Engineering the CS Tech Stack: Translate business requirements into technical realities in key GTM and Post Sales systems, such as Salesforce, Agentforce, Databricks AI Apps, ChurnZero, Gainsight, Certinia, and RocketLane.
• Connecting the Dots between Cross-Functional Teams: Lead and execute highly visible, "connective tissue" projects that span teams, such as improving the Sales-to-CS handoff or building early warning signals for at-risk customers.
• Contributing to Continuous Improvement: Champion better ways of working within the Revenue Operations team, from refining project intake to standardizing documentation, ensuring scalable, low-debt solutions with the future in mind.

Requirements

• Relevant Experience: 8+ years experience in Customer Success Operations, GTM Systems, or Revenue Operations at B2B software companies, with specific experience supporting Professional Services and/or high-volume Customer Onboarding teams.
• Onboarding & Professional Services Tooling Experience: Experience as either a power user, business admin, or technical admin of Professional Services Automation platforms, Customer onboarding platforms, or Customer Success platforms.
• Post-Sale Services Context: Strong business acumen and understanding of key metrics for Customer Success organizations, specifically Onboarding and Professional Services teams.
• Scale First Mindset: Process-curiosity and efficiency-obsession, experience redesigning processes, leveraging AI tools (LLMs, agents, automation) to reduce administrative burden, and building systems to solve problems permanently.
• Organization and Time Management: Excellent organization and time management skills, experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues.
• Data-Driven Approach: Ability to use data to guide and measure the business impact of your work.
• Voice and Written Communication: Excellent verbal and written communication skills, ability to communicate with stakeholders at all levels including cross-functionally.
• Independence and Conscious Collaboration: Strong ability to work both independently and collaborate with other teams to deliver successful outcomes.

Qualifications

• Education: Bachelor's degree in Business Administration, Computer Science, or related field.
• Experience: 8+ years of relevant experience in Customer Success Operations, GTM Systems, or Revenue Operations at B2B software companies.
• Technical Skills: Proficiency in databases, workflow automation, and building AI agents.

Skills

• Customer Success Operations
• Revenue Operations
• Professional Services Automation
• Customer Onboarding
• Agile Methodologies
• Project Management
• Business Acumen
• Data Analysis
• Communication Skills

Benefits

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance. Hybrid work environment with expectation for local Clions to be in office min. twice per week. Flexible time off policy, with an encouraged 20 days off per year. $2000 annual counseling benefit. RRSP matching and RESP contribution. Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

Pay

The expected salary range for this role is $128,100 to $192,100 USD. The final offer amount will be dependent on geographical region, applicable experience, and skillset of the candidate.

Schedule

Hybrid work environment with expectation for local Clions to be in office min. twice per week.