Customer Success Operations Manager

2 weeks ago

Montréal, Canada Connect&Go Full time

We are Connect&GO, an integrated software powering attraction venues all around the world by empowering our clients to simplify their operations, increase their revenue and focus on their guests. However, our mission goes beyond business success. Within our team, we embrace and celebrate authenticity. We firmly believe in being true to ourselves and we encourage you to do the same. By joining our team, you become a part of something truly unique and inspiring.

Here, we thrive on seizing bold opportunities and challenging the status quo. We embrace change and push boundaries to achieve greatness. But it's not all work and no play We believe in having a fantastic time while pursuing our goals. We understand that a little bit of fun and laughter can unlock our creative potential, enabling us to unleash our most innovative thinking.

We are seeking a Customer Success Operations Manager to join our team and help scale our customer success function to meet the demands of our growing client base. The mission of the Customer Success Operations Manager at Connect&GO is to lead the implementation of scalable processes and execute customer success strategies that ensure the successful adoption, retention, and growth of customers using our all-in-one operations management platform in the attractions industry. You will work closely with the VP of Customer Success to manage and optimize our teams' tools, systems, playbooks, templates, documentation, and key metrics to ensure we continuously create successful partnerships with our customers.

**What **you’l**l** **d**o** **a**s** **o**u**r **Customer Success Ops Manager**:

- Develop and implement customer success strategies that align with company goals and objectives, ensuring customer satisfaction, retention, and growth.
- Design and coordinate processes and playbooks that drive customer outcomes and improve efficiencies.
- Monitor and analyze customer usage and feedback to develop insights and recommendations for improving the customer experience and increasing retention and growth.
- Collaborate with cross-functional teams to optimize customer onboarding, adoption, and success.
- Own the customer success metrics and KPIs, including churn rate, customer lifetime value, and customer satisfaction, and regularly report on progress.
- Collect and process data from various sources, synthesizing meaningful and actionable insights.
- Prepare and maintain key dashboards for executives and the Customer Success team.
- Develop and manage customer success processes, including customer onboarding, training, and support, ensuring consistency and scalability across the customer base.
- Stay up to date on industry trends and best practices in customer success, sharing insights and recommendations with the team.
- Enable the Customer Success team through training, guidelines, and process documentation.
- Provide day-to-day support for the customer success team.

**What you will bring to the role**:

- 5+ years of experience in customer success operations, account management, or a related field, preferably in the attractions industry or a related field.
- Strong analytical and problem-solving skills, with the ability to use data to drive decisions and measure success.
- Experience with Zapier and Snowflake.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Proven track record of driving customer success, retention, and growth.
- Strong project management and organizational skills, with the ability to manage multiple projects simultaneously and meet deadlines.
- Experience with customer success tools and platforms, such as CRM systems and customer analytics tools. Experience with Planhat and Zendesk is a plus.
- Passion for the attractions industry and a desire to help customers succeed.

In addition to our outstanding company culture and commitment to inclusivity, there are other exciting benefits awaiting you:

- Enjoy a refreshing 4-day work week.
- From day one, access extended health and dental benefits, ensuring your overall well-being is prioritized from the start of your journey with us.
- Take advantage of up to 4 weeks of annual PTO, including 3 weeks of vacation and 1 week off between Christmas and New Year's.
- Celebrate your birthday with a day off
- Have the flexibility of unlimited sick days.
- Empower your growth and development with access to external training, invaluable mentorship, and comprehensive learning resources. Expand your skill set and knowledge base to focus on your career goals.
- Maximize your fitness and well-being with our Fitness Allocation Program, where you can receive support for your physical health goals. Invest in your wellness and enjoy the benefits of a healthier lifestyle.

You can be part of something truly special Our company's values are the heart and soul of our operations, influencing every single action we take.

**Supporting Work-Life Balance**

  • Customer Success Operations Manager

    3 weeks ago

    Montréal, Canada Connect&Go Full time

    We are seeking a Customer Success Operations Manager to join our team and help scale our customer success function to meet the demands of our growing client base. The mission of the Customer Success Operations Manager at Connect&GO is to lead the implementation of scalable processes and execution of customer success strategies that ensure the successful...

  • Customer Success Operations Manager

    1 week ago

    Montréal, Canada Coveo Full time

    **Facilitating a world-class customer experience through operational excellence**: As a Customer Success Operations Manager at Coveo, you are a dedicated partner to our CS department and CS Leadership team. You will work in close collaboration to maintain and optimize our tech stack, all while developing and optimizing the architecture and configuration of...

  • Customer Success Operations Specialist

    2 months ago

    Montréal, Canada Novisto Full time

    **The Customer Success Operations Specialist's (CS Ops Specialist) mission is to improve the efficiency of the Customer Success team and implement scalable processes. She/he will be supporting the Senior Customer Success Operations Manager in ensuring that the team has optimized processes, tools, systems, playbooks, templates, documentation and KPIs...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Graitec Full time

    About Graitec Group: GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow. **Ambitious and fast-growing environment**:...

  • Customer Success Manager

    2 months ago

    Montréal, Canada Inoria Full time

    Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile,...

  • Customer Success Manager

    2 months ago

    Montréal, Canada MaintainX Full time

    MaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 4,000+ businesses including Univar, Quikrete, ABInBev, Duracell, Marriott and...

  • Customer Success Manager

    2 months ago

    Montréal, Canada Kaptio Travel Full time

    Do you want to work in a supportive environment where people believe in innovating through experimentation and research? Do you love to travel and want to have an impact on the future of the travel sector by working closely with industry leaders? Then you might be in the right place. **About Kaptio** - Kaptio is an international Travel Tech company, founded...

  • Customer Success Manager

    5 days ago

    Montréal, Canada Kaptio Travel Full time

    Do you want to work in a supportive environment where people believe in innovating through experimentation and research? Do you love to travel and want to have an impact on the future of the travel sector by working closely with industry leaders? Then you might be in the right place. **About Kaptio** - Kaptio is an international Travel Tech company, founded...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Bizzabo Full time

    The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our customers, working across multiple industries, use cases, & stakeholders. The Customer Success Manager is a strategic, customer-centric, and...

  • Customer Success Manager

    2 months ago

    Montréal, Canada Bizzabo Full time

    The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our customers, working across multiple industries, use cases, & stakeholders. The Customer Success Manager is a strategic, customer centric, and...

  • Customer Success Manager

    3 weeks ago

    Montréal, Canada Cision Full time

    Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours. Customer Success at Cision is all...

  • Customer Success Manager

    2 months ago

    Montréal, Canada Bizzabo Full time

    The Customer Success Manager is responsible for promoting and attaining best-in-class retention, growth, and advocacy among an assigned book of business. The CSM empowers customers to run engaging and successful events on the Bizzabo platform through best practice sharing, strategic advice, consultation, and achievement of executive goals and priorities. The...

  • Customer Success Manager

    2 months ago

    Montréal, Canada Lightspeed Commerce Full time

    **Hi there! Thanks for stopping by** Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place! We're looking for a Customer Success Manager (CSM) to join our Retail Engagement team in Montreal. You will maintain customer and revenue retention and facilitate upsell/cross-sell of services. The CSM...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Lightspeed Commerce Full time

    **Hi there! Thanks for stopping by** Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place! We're looking for a Customer Success Manager (CSM) to join our Retail Engagement team in Montreal. You will maintain customer and revenue retention and facilitate upsell/cross-sell of services. The CSM...

  • Enterprise Customer Success Manager

    2 weeks ago

    Montréal, Canada MaintainX Full time

    MaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 5,000+ businesses including Univar, Quikrete, ABInBev, Duracell, Marriott and...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Explorance Full time

    Explorance is a rapidly growing software company recognized for its uniquely welcoming workplace culture. Currently, we are looking for a Customer Success Manager (CSM) with strong technical skills and a passion for relationship building to join our dynamic and diverse team. **This position is based in Montreal - must be in the office at least two days a...

  • Customer Success Manager

    4 days ago

    Montréal, Canada Prevu3D Inc. Full time

    Prevu3D is an emerging software company on a mission to help engineers and key stakeholders in the food production, automotive, energy and manufacturing industries. Our end-to-end platform uses reality capture data to create the most realistic digital twins in the market. Reporting to the Director of Customer Success, the Customer Success Manager plays a...

  • Customer Success Manager

    2 months ago

    Montréal, Canada Skan Full time

    Skan's vision is to be the foundation for operational intelligence and the fabric of the future of work. If you are interested in working on an AI-powered platform and redefining business process discovery and management, join us in our journey. **Location** As a Customer Success Manager, you will be responsible to manage the full life cycle of customer...

  • Customer Success Manager

    2 weeks ago

    Montréal, Canada Poka Full time

    **We're revolutionizing the manufacturing industry and we want you to join us as we innovate into the Industrial Revolution 4.0!** Poka is a fast growing company looking to add a knowledgeable Customer Success Manager to our expanding team! If you're passionate about the success of your customers and becoming their most trusted partner, this is the place for...

  • Director, Customer Success

    4 weeks ago

    montréal, Canada Coveo Solutions inc. Full time

    The Challenge As a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and ena