Drive Customer Success strategy at Ashby through process design and data-driven insights that improve customer health, retention, and revenue growth. Partner closely with leadership.

In this Strategy and Operations role, you will shape scalable Customer Success operations at Ashby. You will develop workflows, analyze SaaS metrics, and create recommendations. The work combines strategic planning with hands-on execution across customer-facing functions.

Key Responsibilities

Develop customer segmentation, onboarding workflows, lifecycle maps, and playbooks

Analyze NRR, GRR, churn, adoption, health scores, and sentiment

Improve customer journeys from onboarding through support and renewal

Support headcount planning, capacity modeling, and quota setting





Implement KPIs and improve workflows, systems, and processes

Requirements

Strategic mindset translating data into actionable recommendations

SaaS and financial literacy, including Customer Success benchmarks

Fast-growth SaaS experience in Customer Success or Revenue Operations

CRM reporting skills, preferably with HubSpot experience

Robust communication, autonomy, curiosity, and attention to detail

Bring Customer Success operations, CRM reporting, and strategic analysis skills to help Ashby scale customer outcomes sustainably.

📌 Customer Success Strategy Operations Manager (Winnipeg)
🏢 Ashby
📍 Winnipeg