Encircle

Customer Operations Manager

Encircle

full-time

Posted on:

Location Type: Hybrid

Location: Kitchener • Canada

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Salary

💰 CA$95,000 - CA$115,000 per year

About the role

  • Own the data, insights, and operational rigor behind retention, expansion, and predictable customer revenue
  • Model renewal and expansion outcomes, including pipeline coverage, deal velocity, and conversion rates by segment
  • Maintain accurate renewal and expansion forecasts
  • Identify early warning indicators for churn and downgrade risk
  • Design and maintain customer health and churn scoring frameworks
  • Ensure health scores account for company size, use case, seasonality, product usage, CSM engagement, sentiment, and competitive intelligence
  • Deliver weekly and monthly executive insights
  • Build and maintain standardized performance scorecards for CSMs and Account Managers
  • Identify upsell and cross-sell opportunities using usage, engagement, and intent data
  • Ensure clean, scalable handoffs between AE → CSM → AM
  • Optimize how Salesforce, Gong, and ChurnZero are used across CS and AM teams

Requirements

  • 5+ years in Customer Operations, Revenue Operations, Customer Analytics, or a related role
  • Proven experience supporting Customer Success and Account Management teams
  • Strong analytical skills with the ability to translate complex data into actionable insights
  • Hands-on experience with Salesforce and customer systems (ChurnZero, Gainsight, Pendo, Gong, etc.)
  • Comfortable working cross-functionally with CS, Sales, Product, and Systems teams
  • Highly organized, process-driven, and comfortable in a fast-growing SaaS environment
  • Nice to Have: Experience in multi-product or expansion-led SaaS growth, experience building churn or health scoring models from the ground up, exposure to renewal forecasting, deal desk support, or customer revenue modeling
Benefits
  • Flexible hours
  • Self-managed vacation
  • Trust to manage your time
  • Access to our collaboration hub in Kitchener
  • Support for learning and career development
  • Care for the full human—inside and outside of work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer health scoringchurn modelingrenewal forecastingdeal velocity analysisconversion rate analysispipeline coverage modelingperformance scorecard developmentupsell opportunity identificationcross-sell opportunity identification
Soft Skills
analytical skillsorganizational skillsprocess-drivencross-functional collaborationcommunication skillsinsight deliverycustomer engagementproblem-solvingadaptabilityattention to detail