Customer Success Operations Manager

Strategic Resources International Inc; Vancouver; On-site; CAD 75,000 - 110,000; Part time

Job summary

Strategic Resources International Inc. in Vancouver seeks a Customer Success Operations Manager to support the Identity team with reporting, process improvement, and change management. The contract is 6 months, with potential extension based on performance and budget.

You will support 12 CSMs, build dashboards in Salesforce/Gainsight, improve data quality, coordinate cross-functional initiatives, and assist with training and KPI reporting for leadership.

Qualifications

• Experience in Customer Success Operations, Revenue Operations, Sales Operations, or program management.
• Hands-on knowledge of Salesforce and Gainsight, including reporting, dashboards, and operational workflows.
• Strong analytical, organizational, and stakeholder communication skills.
• Experience improving processes and coordinating work across multiple teams.
• SaaS experience and familiarity with renewals, contracts, and subscription billing are preferred.
• Proficiency in Excel or Google Sheets for data analysis and operational tracking is an asset.

Responsibilities

• Support a team of 12 Customer Success Managers with reporting and operational coordination.
• Build and maintain reports, dashboards, and customer/contract trackers in Salesforce and/or Gainsight.
• Improve data quality and workflows across onboarding, renewals, billing issues, and customer communications.
• Coordinate cross-functional initiatives, track milestones, and communicate risks.
• Support change management through training, process communications, and adoption tracking.
• Create playbooks, standard operating procedures, and KPI updates for leadership.

Skills

Analytical skills

Organizational skills

Stakeholder communication

Customer Success Operations

Tools

Salesforce

Gainsight

Excel/Google Sheets

Job description

Customer Success Operations Manager-Banking and Financial

We’re looking for a highly organized, detail-oriented professional to support the Identity Customer Success team, focusing on reporting, process improvement, and change management.

Contract: 6 months, with potential extension based on performance and budget

What you’ll do:

• Support a team of 12 Customer Success Managers with reporting and operational coordination.
• Build and maintain reports, dashboards, and customer/contract trackers in Salesforce and/or Gainsight.
• Improve data quality and workflows across onboarding, renewals, billing issues, and customer communications.
• Coordinate cross-functional initiatives, track milestones, and communicate risks.
• Support change management through training, process communications, and adoption tracking.
• Create playbooks, standard operating procedures, and KPI updates for leadership.

What we’re looking for:

• Experience in Customer Success Operations, Revenue Operations, Sales Operations, or program management.
• Hands-on knowledge of Salesforce and/or Gainsight, including reporting, dashboards, and operational workflows.
• Strong analytical, organizational, and stakeholder communication skills.
• Experience improving processes and coordinating work across multiple teams.
• SaaS experience and familiarity with renewals, contracts, and subscription billing are preferred.
• Proficiency in Excel or Google Sheets for data analysis and operational tracking is an asset.

Vancouver-based candidates are preferred. Strong candidates elsewhere in Canada may be considered for remote work. No travel or overtime is expected.