Customer Operations Manager

Planful; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A pioneering company in financial performance management is seeking a Business Analyst in Toronto. The role involves analyzing customer behaviors, supporting retention strategies, and improving success operations. With perks like a remote-first culture and generous PTO, this is an opportunity to enhance your career.

Benefits

Remote first culture

Quarterly Wellness Days

Birthday PTO

Mentorship programs

Team off-sites

Qualifications

• 2-5+ years as a Business Analyst or equivalent.
• Experience with CRM and CS platforms.
• Proficiency in data analysis tools.

Responsibilities

• Partner with teams to improve customer journey.
• Analyze data for customer engagement insights.
• Design processes to streamline onboarding and renewals.

Skills

Analytical mindset

Communication skills

Customer lifecycle understanding

Education

Bachelor’s degree or equivalent experience

Tools

Excel

Salesforce

Gainsight

SQL

BI Tools

Job description

Planful is the pioneer of financial performance management cloud software. The Planful platform, which helps businesses drive peak financial performance, is used around the globe to streamline business-wide planning, budgeting, consolidations, reporting, and analytics. Planful empowers finance, accounting, and business users to plan confidently, close faster, and report accurately. More than 1,500 customers, including Bose, Boston Red Sox, Five Guys, Grafton Plc, Gousto, Specialized and Zappos rely on Planful to accelerate cycle times, increase productivity, and improve accuracy. Planful is a private company backed by Vector Capital, a leading global private equity firm. Learn more at planful.com.

About the Role :

We are seeking aBusiness Analyst to play a critical role in helping our company deliver exceptional customer experience. As a key member of our Business Operations team, you will play a crucial role in working cross-functionally to analyze customer behavior, assist with driving retention strategies, and optimize customer success operations through data and process improvements.

Responsibilities

• Partner with Customer Success, Product, Data teams to understand and improve the customer journey.
• Analyze customer health scores, product usage trends, support data, and NPS to identify at-risk accounts and expansion opportunities.
• Define and maintain metrics, dashboards, and reports to monitor customer engagement and satisfaction
• Gather and document requirements for customer success tools, workflows, and automations (e.g. Gainsight, Salesforce, FinancialForce).
• Support Customer Success leadership with data-driven insights for strategic decision-making.
• Assist in the rollout and adoption of technology solutions that enhance customer experience.
• Design and improve processes to streamline onboarding, renewals, and support escalation workflows.
• Support managing Feedback and Enhancement requests for the Command Center.

What You Bring to the Table

• 2-5+ years as a Business Analyst, Data Analyst, or in CS Ops / RevOps function
• Experience with CRM and CS platforms (e.g. Salesforce, Gainsight)
• Proficiency in Excel / Google Sheets, SQL
• Experience with BI Tools (e.g. Tableau, Looker, Power BI).
• Familiarity with SaaS business models and customer lifecycle stages
• Strong analytical mindset with the ability to translate data into business insights.
• Excellent communication skills to collaborate with cross-functional teams
• Ability to document and improve business processes using tools like Lucidchart

Why Planful

Planful exists to enrich the world by helping our customers and our people achieve peak performance. To foster the best in class work we're so proud of, we've created a best in class culture, including :

• 2 volunteer days per year, Birthday PTO, and quarterly company Wellness Days
• 3 months supply of diapers and meal deliveries for the first month of your Maternity / Paternity leave
• Annual Planful Palooza, our in-person, company-wide culture kickoff held in cities like San Diego, Denver, Austin, and most recently Palm Beach
• Team-specific off-sites in cities like New York, Sonoma, or our brand new HQ based in downtown San Francisco
• Remote first culture with benefits such as home office setup, and monthly wifi and cell phone reimbursements
• Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs
• Employee Resource Groups such as Women of Planful, LatinX at Planful, Parents of Planful, and many more. We encourage our teammates to bring their authentic selves to the team, and have full support in creating new ERGs & communities along the way

Pay Transparency Statement

At Planful our top priority is to support our employees and ensure each individual has access to equal growth opportunities. Pay decisions take into consideration the individual's skillset, experience, knowledge, qualifications for the role, and specific work location.

Our base salary band for this role is $80,000 - $100,000 CAD per year. More details about our company benefits can be found here : https : / / planful.com / jobs /

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