Operations Manager – Customer Success Operations

PRI Global; Vancouver; On-site; CAD 100,000 - 156,000; Part time

Job summary

PRI Global seeks an Operations Manager to drive Identity Customer Success Operations for a six-month assignment in Vancouver. You will partner with CS leadership and cross-functional teams to improve processes, strengthen operational discipline, and maintain accurate reporting and data.

You will manage initiatives across security requests, audits, migrations, integrations, and product deprecations, while developing plans, dependencies, risks, and status updates for leadership.

Qualifications

• Experience in Customer Success Operations, Sales Operations, Revenue Operations, Business Operations, or Program Management.
• Experience in a SaaS or technology environment is preferred.
• Strong cross-functional program and stakeholder management experience.
• Proven process improvement and workflow optimization skills.
• Hands-on experience with Salesforce and/or Gainsight.
• Experience with KPI reporting, dashboards, data analysis, and operational metrics.
• Strong communication, organization, problem-solving, and prioritization skills.
• Ability to influence stakeholders and drive initiatives without direct authority.

Responsibilities

• Manage cross-functional Customer Success initiatives involving security requests, audit readiness, business continuity, customer migrations, integrations, and product deprecations.
• Develop workback plans, milestones, ownership, dependencies, risk logs, and status reporting.
• Serve as a liaison between Customer Success and Product Operations, Legal, Customer Care, Enablement, Revenue Operations, and Customer Success COE.
• Identify workflow gaps and improve processes across onboarding, renewals, billing incidents, customer communications, cancellations, exception handling, and incident response.
• Create and maintain SOPs, playbooks, checklists, job aids, and process communications.
• Support KPI reporting, business reviews, action tracking, data hygiene, and automation opportunities.
• Maintain operational workflows and reporting within Salesforce, Gainsight, and related systems.
• Track risks, decisions, dependencies, and deliverables while providing concise updates to leadership.
• Ensure proper documentation and handoff of completed work and open items at the end of the assignment.

Skills

Cross-functional program management

Stakeholder management

Process improvement

Data analysis

Salesforce

Gainsight

KPI reporting

Communication

Tools

Salesforce

Gainsight

Job description

Operations Manager - Customer Success Operations

Duration: 6-Month Contract

Role Overview

We are seeking an Operations Manager to support Identity Customer Success Operations for a six-month assignment. This role will partner with Customer Success leadership and cross-functional teams to drive priority initiatives, improve processes, strengthen operational discipline, and maintain accurate reporting and data.

Key Responsibilities

• Manage cross-functional Customer Success initiatives involving security requests, audit readiness, business continuity, customer migrations, integrations, and product deprecations.
• Develop workback plans, milestones, ownership, dependencies, risk logs, and status reporting.
• Serve as a liaison between Customer Success and Product Operations, Legal, Customer Care, Enablement, Revenue Operations, and Customer Success COE.
• Identify workflow gaps and improve processes across onboarding, renewals, billing incidents, customer communications, cancellations, exception handling, and incident response.
• Create and maintain SOPs, playbooks, checklists, job aids, and process communications.
• Support KPI reporting, business reviews, action tracking, data hygiene, and automation opportunities.
• Maintain operational workflows and reporting within Salesforce, Gainsight, and related systems.
• Track risks, decisions, dependencies, and deliverables while providing concise updates to leadership.
• Ensure proper documentation and handoff of completed work and open items at the end of the assignment.

Required Qualifications

• Experience in Customer Success Operations, Sales Operations, Revenue Operations, Business Operations, or Program Management.
• Experience in a SaaS or technology environment preferred.
• Strong cross-functional program and stakeholder management experience.
• Proven process improvement and workflow optimization skills.
• Hands-on experience with Salesforce and/or Gainsight.
• Experience with KPI reporting, dashboards, data analysis, and operational metrics.
• Strong communication, organization, problem-solving, and prioritization skills.
• Ability to influence stakeholders and drive initiatives without direct authority.

Preferred Qualifications

• Experience with compliance, audit readiness, risk management, or operational controls.
• Change management and enablement experience.
• Knowledge of renewals, subscription billing, and customer lifecycle management.
• Experience with reporting automation and executive operating cadences.