CS Operations & Onboarding Specialist

Maximizer; Vancouver; Hybrid; CAD 65,000 - 75,000; Full time

Benefits offered by this job

RRSP matching

Generous vacation days

Laptop provided

Courses and development

Team events

Flexible & hybrid work

Job summary

Maximizer, based in Vancouver, seeks a CS Operations & Onboarding Specialist to support our Revenue Operations team. You will drive process improvements, own onboarding from kickoff to go-live, manage renewals for smaller accounts, and act as the first line of support for Renewals and Customer Success inquiries.

Reporting to the Sales Operations Manager, you will coordinate cross-functional onboarding with Professional Services, Sales, CS, and Business Partners.

Qualifications

• 3+ years of experience in customer success, onboarding, renewals, or revenue operations.
• Proven project management skills with onboarding plans and timelines.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and relationship-management skills.

Responsibilities

• Own automation initiatives and drive process improvements across the customer lifecycle.
• Project-manage new customer onboarding from kickoff to go-live.
• Manage renewals and CSM duties for smaller accounts.
• Serve as first line of support for Renewals and Customer Success inbox.
• Coordinate with Sales, CS, Professional Services and Partners for onboarding.
• Maintain onboarding plans, timelines and documentation; provide status updates.

Skills

Project management

Customer success

Onboarding

Renewals

CRM systems

Zendesk

Tools

Zendesk

CRM software

Job description

We are on the search for a CS Operations & Onboarding Specialist! We are seeking someone ready to roll up their sleeves to support our Revenue Operations team. Reporting to our Sales Operations Manager, you will be responsible for driving process improvement and automation across the customer lifecycle, project-managing customer onboarding from kickoff through go-live, owning renewals and CSM responsibilities for our smaller accounts, and serving as the first line of support for our Renewals and Customer Success inbox and ticketing queue.

What You'll Do

• Process Improvement & Automation
  • Serve as the RevOps planner for the Customer Success team - own automation initiatives and drive continuous process improvements and workflow optimization across the customer lifecycle.
  • Lead process improvement and administration projects with our regional Business Partners, ensuring our processes scale cleanly as the partner network grows.
  • Act as a trusted point of contact for our EMEA Business Partner network, providing guidance on tools, process, and account questions to help them succeed with their customers.
• Onboarding Program Management
  • Act as project manager for new customer onboarding, partnering with Professional Services to build and roll out onboarding processes and documentation for key accounts.
  • Coordinate end-to-end onboarding for new customers, from initial contact through go-live and beyond.
  • Act as the primary point of contact for customers during onboarding, resolving questions and concerns promptly.
  • Partner with Sales, Customer Success, Professional Services, Customer Support, and Business Partners to ensure cross-functional alignment and resolve onboarding issues.
  • Build and maintain onboarding plans, timelines, and documentation to keep every project on schedule.
  • Track project progress and provide regular status updates to customers and internal stakeholders, including recurring syncs with Business Partners and Professional Services.
• Renewals & Customer Success
  • Serve as CSM for a portfolio of smaller accounts (under $10K ARR), managing product requests, demos, upsell opportunities, and churn prevention.
  • Act as the focal point for data-related requests - backups, selective data restoration, and account splits - from quoting through fulfillment and customer communication.
  • Ensure data integrity and reliable information flow across our billing and CRM systems.
• Support Operations
  • Serve as the first point of contact for the Renewals/Customer Success inbox and support ticketing queue.
  • Monitor, triage, and assign incoming tickets across the team.
  • Own SOP approvals and documentation for the team.

What You'll Bring

• 3+ years of relevant experience in customer success, onboarding, renewals, or revenue operations within a SaaS/CRM or related industry.
• Proven project management skills, with experience building and managing onboarding plans, timelines, and cross-functional stakeholders.
• A track record of managing multiple priorities in a deadline-driven environment with a high degree of autonomy in a fast-paced, rapidly changing environment.
• Accuracy, analytical skills, and attention to detail, especially when handling account and billing data.
• Strong communication and relationship-management skills, comfortable acting as a primary point of contact for customers and internal stakeholders alike.
• Experience triaging and resolving tickets in a helpdesk/ticketing tool (e.g., Zendesk) is an asset.
• Familiarity with CRM, billing, and quoting systems, and comfort learning new internal tools quickly.

Why You Should Apply

• Competitive Salaries with RRSP matching program
• Generous paid vacay and sick days
• A powerful Laptop
• Budget for courses, books, and personal development
• Peer to peer recognition and rewards
• Team building events, happy hours and more
• Flexible & hybrid work

About Maximizer

Maximizer was launched in a garage on Vancouver Island in 1987, evolving through the development of early contact management systems (CMS), through sales force automation (SFA) technologies, right to today’s sophisticated customer relationship management (CRM) systems. Along the way, we have pioneered many of today’s technologies. Over this 30-year history we have attracted over 100,000 customers from around the world, and 1 million users.

Today, we are one of the few CRM providers in the world who can deploy our software in all three environments of on-premise, private or shared cloud, while providing access via a desktop/laptop, via a mobile device, or using the Maximizer app.

Ultimately, however, we are successful because for over three decades we have proven we know how to help customers do three things: secure new customers; retain them for the long term; and maximize the repeat business from them.

Equal Opportunity Employer

We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Salary Range: $65,000 CAD - $75,000 CAD