Customer Systems – Automation Program Manager

Jobtailor; Toronto; On-site; CAD 65,000 - 100,000; Full time

Job summary

Pontosense in Toronto, Ontario, is seeking a Customer Operations professional to own scalable processes across onboarding, deployment, and account health. You will translate real customer usage into documented workflows, dashboards, and automation using tools like HubSpot and AI‑driven workflows.

You’ll partner with Sales, Product, and Engineering to shape how our operations scale as Pontosense grows, turning insights into repeatable, measurable processes that reduce manual work and boost

Qualifications

• Experience in Customer Success, Operations, Business Systems, Project Coordination, or a similar role with an operational or process component.
• Demonstrated interest in or experience with process design, automation tools, or workflow systems (e.g., CRM automation, no‑code tools, internal dashboards).
• Familiarity and comfort with AI tools: you’ve used them in your day‑to‑day work and are curious about where they can replace manual process entirely.
• Strong organizational thinking: you can structure ambiguous situations into clear, repeatable processes.
• Comfortable with data: you can identify patterns across accounts and translate them into process or tooling changes.
• You care about understanding why things work, not just executing steps.
• Comfortable operating where structure is still forming and where you’ll be building the systems, not just following them.

Responsibilities

• Build scalable processes — Turn onboarding and deployment activity into documented, repeatable playbooks that others can execute consistently.
• Align internal teams — Translate real-world usage into decisions across Sales, Product, and Engineering.
• Build automation — Identify manual, repetitive work across onboarding, account health tracking, and reporting, and build the tools and workflows — using HubSpot, Guru, and AI‑driven workflows — that eliminate it.
• Turn one‑off fixes into permanent process — When the same issue shows up twice, build a fix, not a ticket.
• Build visibility into account health — Set up dashboards and reporting so the team can see, at a glance, which accounts are adopting well and which need attention.
• Understand before you automate — Spend real time in a handful of accounts early on, not as your ongoing job, but so every system you build is grounded in what actually happens, not what should happen.

Skills

Customer Success

Operations

Project Coordination

Business Systems

Process Design

Data Analysis

AI Tools

Tools

HubSpot

Guru

AI-driven workflows

No-code tools

Internal dashboards

Job description

Pontosense builds technology that helps older adults live safely and independently at home. Families gain peace of mind, caregivers stay informed, and organizations deliver better care — without being intrusive.

Our impact isn't created at contract signature. It's built through the systems, processes, and tools that turn one successful deployment into a hundred.

In this role, you own the operational backbone that makes adoption repeatable and scalable. You'll sit at the intersection of Sales, Product, and Operations, turning real customer usage into documented processes, automated workflows, and tools that remove manual work across the customer lifecycle.

This function is actively evolving. You'll work closely with leadership to shape how Customer Operations runs and scales at Pontosense.

What you’ll do:

• Build scalable processes — Turn onboarding and deployment activity into documented, repeatable playbooks that others can execute consistently.
• Align internal teams — Translate real-world usage into decisions across Sales, Product, and Engineering.
• Build automation — Identify manual, repetitive work across onboarding, account health tracking, and reporting, and build the tools and workflows — using HubSpot, Guru, and AI‑driven workflows — that eliminate it.
• Turn one‑off fixes into permanent process — When the same issue shows up twice, build a fix, not a ticket.
• Build visibility into account health — Set up dashboards and reporting so the team can see, at a glance, which accounts are adopting well and which need attention.
• Understand before you automate — Spend real time in a handful of accounts early on, not as your ongoing job, but so every system you build is grounded in what actually happens, not what should happen.

What We're Looking For:

• Experience in Customer Success, Operations, Business Systems, Project Coordination, or a similar role with an operational or process component.
• Demonstrated interest in or experience with process design, automation tools, or workflow systems (e.g., CRM automation, no‑code tools, internal dashboards).
• Familiarity and comfort with AI tools: you’ve used them in your day‑to‑day work and are curious about where they can replace manual process entirely.
• Strong organizational thinking: you can structure ambiguous situations into clear, repeatable processes.
• Comfortable with data: you can identify patterns across accounts and translate them into process or tooling changes.
• You care about understanding why things work, not just executing steps.
• Comfortable operating where structure is still forming and where you’ll be building the systems, not just following them.

Why Join Pontosense

• Be part of a mission‑driven company reshaping the future of wellness technology.
• Join a company in active growth mode, expanding our partner base month over month.
• This role is scoped to grow with the company. As Customer Operations matures, so does the scope and seniority of what you own.
• Work directly with the Director of Customer Success and have visibility into the executive team, while getting hands‑on exposure across Sales, Product, and Engineering.
• A rare shot at real ownership: the systems and processes you build become the foundation the company runs on, and the person who builds this well becomes its natural owner as it grows.

Our Commitment

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.

If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.

We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.

We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.