IDC

Customer Success Operations Specialist

IDC

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$71,000 - CA$100,000 per year

About the role

  • Manage the administration and optimization of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero).
  • Partner with RevOps on Salesforce integration, data hygiene, reporting, and system-driven automation.
  • Support and optimize customer support/call center and ticketing systems (e.g. Intercom, Jira, Zendesk).
  • Refine and maintain scalable system workflows supporting onboarding, health scoring, renewals, and expansion.
  • Build dashboards and reporting that measure retention, Net Revenue Retention, onboarding velocity, and value realization.
  • Identify repeatable CSM activities and implement automation to support tech-touch workflows, reduce manual effort, and improve consistency.
  • Leverage AI and automation tools (e.g., copilots, generative AI, workflow platforms) to enhance account insights, risk detection, and customer communications.
  • Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion.
  • Enable CSM adoption of tools, workflows, and standardized processes through training and documentation.

Requirements

  • 3–6 years in Customer Success Operations, RevOps, or Customer Success systems roles.
  • Hands-on experience with at least one CS platform (Gainsight, Totango, ChurnZero).
  • Hands-on experience with AI tools (e.g., ChatGPT, Claude, copilots, workflow automation platforms) in a professional or operational context.
  • Hands-on experience deploying agentic AI to automate customer success workflows and optimize end-to-end client lifecycle performance.
  • Strong Salesforce experience (workflow rules, reporting, object design).
  • Demonstrated experience building and optimizing customer lifecycle processes.
  • Experience supporting onboarding, success planning, QBRs, and renewal workflows.
  • Experience developing enablement materials and training frontline teams.
  • Comfortable working cross-functionally with technical and non-technical stakeholders.
Benefits
  • 15 vacation days per year (increases with tenure; carryover allowed)
  • 10 paid sick days per year
  • 1 week paid new parenting leave
  • Flexible work options (remote, part-time, flexible hours)
  • Health, dental, vision, and paramedical coverage for you and your family
  • $1,600 annual healthcare spending account
  • Employee Assistance Program for counseling and support
  • Best Doctors medical second opinions
  • Life, AD&D, and long-term disability insurance
  • Retirement savings plan with company match (up to 4% of salary)
  • $75/month technology allowance for home office or phone expenses
  • Company-paid cell phone plan
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success OperationsRevOpsSalesforceGainsightTotangoChurnZeroAI toolsworkflow automationcustomer lifecycle processesdata hygiene
Soft Skills
cross-functional collaborationtrainingdocumentationcommunicationoptimizationproblem-solvingprocess standardizationreportingcustomer insightsrisk detection