Customer Success Operations Manager

Kindsight; Toronto; On-site; CAD 100,000 - 120,000; Full time

Job summary

A leading technology company is seeking a Customer Success Operations Manager to optimize and scale the customer journey. The ideal candidate will have experience with Gainsight, strong analytical skills, and a background in B2B SaaS environments. This role involves maintaining customer dashboards, supporting change management, and enhancing overall customer strategies. Competitive salary and a dynamic remote work environment are offered.

Qualifications

• 2-4 years of experience in CS Ops, RevOps, or BizOps.
• Hands-on Gainsight experience (admin or power user).
• Working knowledge of Salesforce and analytical skills.

Responsibilities

• Administer Gainsight and build reporting to improve CS workflows.
• Maintain dashboards to track customer health and retention.
• Partner with leadership to enhance onboarding and risk mitigation processes.

Skills

Gainsight Administration

Salesforce Knowledge

Problem-solving

Data Analysis

Detail-oriented

Collaboration

Tools

Google Sheets/Excel

Reporting Tools

Job description

Job Title:Customer Success Operations Manager
Reports To: Director Revenue Operations
Job Status:Full-Time (Salary)
Work Location: Remote Canada

About Kindsight:

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary:

We’re looking for a Customer Success Operations Manager to help optimize and scale our customer journey. You’ll take the lead on Gainsight administration, build reporting and automation to improve CS workflows, and partner cross-functionally to drive retention and customer growth.

What You’ll Do:

• Administer and maintain Gainsight, including playbooks, CTAs, health scores, customer journeys, and reports
• Build and maintain dashboards to track renewals, expansions, churn, and customer health
• Partner with Customer Success leadership to improve processes across onboarding, lifecycle management, and risk mitigation
• Integrate Gainsight with systems like Salesforce to ensure smooth data flow and visibility
• Support customer analytics initiatives, including churn analysis, product adoption trends, and segmentation insights to inform CS strategy and decision-making
• Help define customer segmentation, team coverage models, and capacity plans
• Support change management and enablement for new tools or processes
• Perform other related duties as needed

What We're Looking For:

• 2–4 years of experience in CS Ops, RevOps, or BizOps (ideally in B2B SaaS)
• Hands-on Gainsight experience (admin or power user)
• Working knowledge of Salesforce, Google Sheets/Excel, and reporting tools
• Strong problem-solving skills and ability to work independently
• Detail-oriented with a data-first mindset
• Comfortable collaborating with cross-functional teams

Compensation Range: $100,000–$120,000 CAD base annually, plus bonus, based on experience, market benchmarks, and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.