About the OpportunityWe’re looking for an Operations Manager whose mission is to drive productivity, consistency, and efficiency for our Client Success (CS) team. You will report to the VP of Client Success and your expertise will guide data-driven decisions that unlock efficient growth at scale. You are a detail-oriented analytical thinker with a passion for CS operations! We are a CS Leadership team driven by data, analytics, and reporting! It’s an exciting time to join us as we are conducting an in-depth analysis of the entire customer lifecycle and partnering cross‑functionally to understand product adoption.We are looking for an individual who has been in this role before, understands how SaaS CS teams operate with excellence and can make that happen. You will be a key player on an incredible team as we execute our mission to create easy‑to‑use software to help governments be better.Key ResponsibilitiesStrategic KPI analysis across all functions of the Client Success teamBuild and maintain reports and dashboards to provide insights into business performance in both ChurnZero and SalesForceUsing this data to tell a story comparing trends and identifying areas of improvementsImplement and manage the CS technology stack (e.G., ChurnZero, Zendesk, Salesforce, LearnUpon) to elevate customer experience, team member productivity, and business goalsRegularly updating and customizing platforms to align with business processes, practices, and needs of the CS teamEnsuring data accuracy and consistencyImplementing workflow rules and automation to streamline CS operations and processesDocument requirements for technical integrations within the CS tech stack and between the tech stack and ClearGov’s products. Work with internal and external stakeholders to complete integrations.Lead initiatives to identify operational process enhancements and streamline workflows to achieve efficiency gainsWork with the CS Leadership Team to determine the timing and content of touch points along the customer journey to drive optimal adoption.Measure the before and after of initiatives using data and CS experience to continuously suggest improvementsBuild customer insights that assist with renewal and cross‑sell targets and deliver on customers’ needsOwnership of CS tasks and processes to set up, modify, and cancel customers in all needed systemsCustomer segmentation and reporting as needed by CS Leadership and cross‑functional partnersCritical Skills/ExperiencePossess at least 5 years prior experience working as a Customer Success Operations Manager in a SaaS environmentExpertise in key customer success principles, customer journey maps, and customer lifecycle management business processes (e.G. Onboarding, Adoption, Health Scoring, Renewals, Risk, and Expansion)Experience optimizing CS tools and processesProficiency with ChurnZero, Zendesk, and SalesforceProficiency with G‑Suite or MS Office suite, preferably an Excel expert (Pivot tables, VLookups, data modeling)Passion for reporting and telling a story with dataExcellent oral and written communication skills (clear, concise, and accurate), including listening to understand (rather than to respond)Strong project management skills including setting milestones, establishing buy‑in from stakeholders, and strong attention to detailOpen to input from other team members and departmentsThe Ideal ClearGov CandidateSelf‑motivated, self‑starter with a zeal to winGreat communicator; strong oral and writtenskillsAbility to think creatively and innovativelyHands‑on problem solver who enjoys cracking difficult nutsQuick study – able to pick up and apply current concepts in a hurryTrack record of achievementEnjoys working on and helping to build outstanding teamsDemonstrates an entrepreneurial spirit and gets stuff doneA sense of humor and don’t take themselves too seriouslyWhy Join UsFlexible, hybrid workChance to make a meaningful impact on government and school district transparency and accountabilityOpportunity to work in a fast‑paced, fun, and collaborative environmentCompetitive salary and benefits packageProfessional growth opportunitiesCompensationIn the spirit of transparency, we are excited to share the base salary for this position is $110,000 - $130,000 CAD and exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov,



your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).BenefitsCompetitive SalaryQuality Medical, Dental, and Vision Insurance PlansLife InsuranceRRSP PlanPersonal Time Off PolicyCompany‑Paid Holidays ObservedAnnual Holiday “Dimming of the Lights” (aka: reduced work hours)Parental LeaveEmployee Referral BonusEqual OpportunityClearGov is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace. We prohibit discrimination and harassment of any kind and make employment decisions without regard to race, color, ancestry, ethnicity, nationality or national origin, citizenship, sex, sexual orientation, gender identity or expression, religion or creed, age, disability, genetic information, pregnancy, childbirth or related medical conditions, marital or family status, veteran or military status, Indigenous status, record of offenses (where legally protected), or any other characteristic protected by applicable federal, state, provincial, or local laws in the United States and Canada.AccommodationsClearGov is also committed to providing reasonable accommodations for applicants and employees with disabilities, in accordance with applicable U.S. and Canadian laws. If you require an accommodation during any part of the hiring process, please let us know.At ClearGov, we value diverse perspectives and believe they strengthen our ability to achieve our mission of helping local governments work better.#J-18808-Ljbffr

📌 Client Success Operations Manager (Hybrid - Toronto) - C$110,000 - C$130,000 A Year (Winnipeg)
🏢 ClearGov
📍 Winnipeg