Spare

Customer Success Operations Manager

Spare

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$149,000 - CA$182,000 per year

About the role

  • Continue developing and refining CS operational strategy, focusing on scalable workflows that reduce time-to-value and strengthen customer outcomes.
  • Map, optimize, and automate customer lifecycle workflows across CS, Launch, and Support, with a strong focus on AI-driven improvements.
  • Identify operational bottlenecks and implement solutions that streamline handoffs, increase predictability, and ensure data flows seamlessly across systems.
  • Manage and optimize our CS tech stack (e.g., Salesforce, Vitally, analytics tools) while ensuring strong data hygiene and consistent system usage.
  • Build and maintain dashboards, reports, and data models that support forecasting, renewal visibility, adoption analytics, and performance management.
  • Translate business needs into technical requirements and partner with Product and Engineering to improve data pipelines, automate workflows, and enhance reporting capabilities.
  • Establish routines to maintain and improve data accuracy, ensuring reliable insights for decision-making.
  • Support renewal forecasting, churn/retention modeling, expansion tracking, and customer health analysis with clear, reliable reporting.
  • Contribute to quarterly and annual planning processes, including headcount modeling, capacity planning, and operational performance reviews.
  • Develop operating rhythms, QBRs, monthly reviews, team dashboards, that give leadership a clear view of trends, risks, and opportunities.
  • Partner closely with Product, Engineering, Finance, GTM Ops, and other stakeholders to align CS operations with company goals.
  • Support program management for initiatives such as NPS, tech stack governance, product launch readiness, and customer experience improvements.
  • Improve feedback loops between customer-facing teams and Product to ensure insights from the field are captured and operationalized.

Requirements

  • 5+ years of experience in Customer Success Operations, Revenue Operations, GTM Operations, or related roles in a SaaS environment.
  • Strong analytical and technical skills with hands-on experience building dashboards, data models, and automated workflows.
  • Comfortable working with CS, CRM, and analytics systems (Salesforce, Vitally, workflow or AI automation tools).
  • Proven ability to refine workflows, diagnose operational inefficiencies, and deliver scalable solutions.
  • Solid understanding of SaaS customer metrics, health, adoption, retention, churn, expansion, and time-to-value.
  • Ability to create clarity in ambiguous situations, prioritize effectively, and manage multiple projects simultaneously.
  • Excellent communication skills and a collaborative mindset when working cross-functionally.
  • Ability and willingness to travel up to 10–15% for internal onsite sessions, and HQ meetings, customer visits as needed.
Benefits
  • Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world. Learn more about the impact we're making in our 2024 Global Impact Report
  • Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team! 🚀
  • Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance.
  • Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
  • Flexible work: Work remotely from anywhere in Canada, in your own time zone.
  • In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city.
  • Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
  • Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city - go out for a meal or hit up a karaoke spot!
  • Health insurance: We offer a fully-paid health insurance package for you and your dependents that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program.
  • Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
  • Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you rest and recharge.

Applicant Tracking System Keywords

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

Hard skills
data modelingdashboard creationautomated workflowsanalytical skillsoperational strategy developmentworkflow optimizationcustomer lifecycle mappingdata accuracy maintenancerenewal forecastingchurn modeling
Soft skills
analytical thinkingcommunication skillscollaborative mindsetprioritizationproject managementproblem-solvingadaptabilityclarity in ambiguitystakeholder alignmentteam collaboration