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Senior Customer Success Operations Manager
FloatSenior Customer Success Operations Manager at fintech startup optimizing customer journey and building operations systems. Collaborating across departments to drive customer expansion and operational efficiency.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and optimizing Customer Success processes, including customer health scoring, forecasting, and operational efficiency. Proficient in leveraging technology and data to drive customer retention and expansion in a SaaS environment.
Highest-signal resume keywords
Customer Success OperationsSaaS Business ExperienceData Analysis and ReportingCustomer Health ModelsCross-Functional Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success Program DevelopmentForecasting FrameworksOperational EfficiencyProcess OptimizationData-Driven Decision Making
Soft Skills
Analytical SkillsProblem SolvingAction-Oriented MindsetCollaboration
Tools & Technologies
SalesforceMetabaseGainsightVitally
Industry Keywords
Customer JourneyRetentionExpansionRevenue OperationsAccount Planning
About the role
Key responsibilities & impact- Design and optimize the end-to-end post-sales (Customer Success) customer journey across onboarding, adoption, renewal, and expansion.
- Build and own the Customer Success operating system, creating scalable processes that improve retention, expansion, forecasting, and operational efficiency.
- Evaluate, implement, and optimize the Customer Success technology stack, driving adoption and enablement across the team.
- Develop and continuously improve customer health scoring frameworks, risk indicators, and expansion signals.
- Build and own recurring forecasting programs and target setting for customer retention and expansion, ensuring leadership has accurate visibility into business performance.
- Create scalable account planning and risk management programs for Float's largest customers.
- Partner with Customer Success leadership to define CSM workflows, operating rhythms, success metrics, and performance measurement.
- Translate complex and fragmented customer data into clear recommendations and actionable insights for Customer Success and GTM leadership.
- Partner cross-functionally with RevOps, Product, Finance, Sales, and Data teams to improve systems, reporting, customer handoffs, and operational efficiency.
- Identify opportunities to automate manual work and streamline workflows so Customer Success Managers can spend more time driving customer value.
- Establish reporting, dashboards, and operating cadences that help leadership make faster, data-informed decisions.
Requirements
What you’ll need- 5+ years of experience in Customer Success Operations, Revenue Operations, or a similar strategic operations role with end-to-end ownership.
- Experience working in a consumption or usage-based SaaS business where forecasting, customer growth, and compensation models are more complex is highly preferred.
- Proven experience building scalable Customer Success programs, processes, and operating rhythms from the ground up.
- Hands-on experience selecting, implementing, and optimizing Customer Success technology and operational tooling.
- Strong analytical skills with the ability to turn complex, fragmented data into clear business recommendations.
- Experience building customer health models, forecasting frameworks, and executive reporting.
- Exceptional cross-functional communication skills with experience partnering closely with Customer Success, Sales, Finance, Product, and RevOps leaders.
- A bias toward action—you identify problems, propose solutions, and drive execution without waiting for direction.
- Bonus: Experience with Salesforce, Metabase, Gainsight, Vitally, or other Customer Success and BI platforms.
Benefits
Comp & perks- Competitive compensation, equity options, and benefits
- Hybrid work model – we are based in Toronto with in-office days for connection and collaboration
- Enjoy catered team lunches every Tuesday, Wednesday and Thursday
- Bring your pup to our dog-friendly office
- Thrive in a high-trust, high-performance culture where your work truly matters