Customer Success Operations Manager
New
S
SpellbookLegalTech
Remote - CanadaFull-TimeManager
SalaryCA$116K - CA$145K
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementData modelingHubSpotCRM
Requirements
- 5+ years in Customer Success Operations, Revenue Operations, or GTM Systems at B2B software companies.
- Proven experience building a function from scratch in a scaling environment.
- Technical admin experience with Customer Success platforms (e.g., Vitally, HubSpot).
- Fluent in CRM reporting and BI tools (e.g., Omni).
- Deep understanding of post-sales metrics: NRR, GRR, churn, expansion, and capacity planning.
- Experience using AI tools (LLMs, agents, automation) to improve efficiency.
- Proven track record of driving process adoption across customer-facing teams.
- Excellent project management skills with ability to hit tight deadlines.
- Strong written and verbal communication skills for both individual and executive audiences.
- Strong business acumen and ability to work autonomously.
Responsibilities
- Own post-sale reporting end to end including NRR, GRR, churn, expansion, and adoption metrics.
- Build renewal and churn forecasts with associated risk scoring and playbooks.
- Manage the CS tech stack, including evaluation and administration of platforms like Vitally and HubSpot.
- Design and optimize operating models for segmentation, onboarding, renewals, and expansion.
- Lead connective-tissue projects across GTM teams including handoffs and data plumbing.
- Partner with CS leadership to identify and remove operational friction.
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