Customer Success Operations Manager

Vancouver Canada

6 Months Contract

Required Experience:

- Experience in Customer Success Operations, Sales Operations, Revenue Operations, program management, or a comparable operations role, ideally in a SaaS or technology setting.
- Demonstrated ability to deliver cross-functional, multi-stakeholder initiatives from planning through completion.
- Strong process design and continuous improvement skills, with the ability to document, simplify, standardize, and scale workflows.
- Hands-on experience with Salesforce and/or Gainsight, including working with administrators or analysts to implement process and reporting changes.
- Comfort building and interpreting KPI reporting, identifying trends, and translating insights into action.
- Excellent written and verbal communication, sound judgment, and the ability to influence and drive alignment without direct authority.

Key Responsibilities:

Program Delivery, Compliance, and Risk Mitigation

- Deliver priority Customer Success initiatives that support compliance requirements, customer commitments,



and enterprise risk mitigation.
- Coordinate customer-facing operational programs, including security requests, audit readiness, business continuity activities, customer migrations, integration changes, and product deprecations.

Operations Liaison

- Act as a day-to-day liaison between Customer Success and key operational partners, including Product Operations, Legal, Global Customer Care, Insights & Enablement, Revenue Operations, and the global Customer Success Center of Excellence.
- Represent customer and CSM needs in workstreams that affect the customer experience.

Operational Enablement and Process Excellence

- Develop and deliver process communications, job aids, and targeted training for CSMs and Customer Success leaders.
- Identify friction points and improve workflows across customer onboarding, renewals, billing-related incidents, customer communications, exception handling, cancellations, and incident response.

📌 Customer Success Operations Manager (Vancouver)
🏢 PRI Global
📍 Vancouver